What to expect from agency staff
Given the difficult times we are living in, it’s sometimes necessary for us to employ agency staff to help us cover vacant roles in our Independent Living, Extra Care and Independence and Wellbeing services to ensure our customers get the service they need.
We have contracts with employment agencies who support Great Places to recruit the right people to these roles. So to ensure customers get the right service, we asked customers what is important to them when agency staff are working where they live. Customers told us it’s important that they know what their role is e.g. what they should be doing and when and that they turn
Customers told us it’s important that they know what their role is e.g. what they should be doing and when and that they turn up when they are supposed to.
So, based on the feedback, we’ve made the following changes:
- Improved the induction process for agency workers who are working in our Independence and Wellbeing services
- Improved our communication to reassure customers that agency staff are clear on their roles and responsibilities and share what service customers can expect
- Better communication for agency workers, to ensure they are clear on their roles and responsibilities
- Made sure customer requirements with agencies bidding to work with Great Places are included in any future contract management arrangements
- We will ask customers about their experience via customer satisfaction surveys when the new services are in place.
With these changes in place, we are confident that our customers will get an even better service.