As a result of a positive 12 month surveillance visit as part of our CSE accreditation assessment that took place on Friday 8th October, we are pleased to advise that our Customer Service Excellence assessor, Hugh Keachie, has confirmed that the Brothers of Charity Services in Merseyside and Greater Manchester has maintained full compliance with the Customer Service Excellence Accreditation.
Following a review meeting on Friday morning with CSE champions, followed by meetings with a selection of staff, customers and partners, Hugh was incredibly impressed with the culture and commitment to the highest standards within the service and the determination to provide the right level of service for each individual client. He recognised that despite the challenged and changes the Covid-19 pandemic has brought that our staff have continued to keep the customer at the heart of everything we do and carried on delivering the highest quality of service. He also stated that our organisation stands out from others because of the way our staff show they care for the people they support and not only listen, but really hear what is being said.
This achievement and recognition of the continued brilliant contribution form valued staff colleagues throughout the pandemic and beyond will be celebrated and promoted across the service in praise of what our staff are delivering daily, in the face of unprecedented external challenges.
Hugh has also advised our Merseyside and Greater Manchester services have received compliance plus accreditations in the following areas.
Compliance Plus Submissions
1.1.3 We make particular efforts to identify hard to reach and disadvantaged groups and individuals, and have developed our services in response to their specific needs.
We recognise the impact the challenges of the pandemic and social distancing restrictions have had on our clients and their wellbeing. We have developed holistic therapy services to support people through the additional challenges that Covid has brought. This is a new and innovative service as clients have not been able to access this internally previously. We brought in specific resources to help set up the service with the support of occupational therapy students. We have transformed designated space into a therapy centre and an in house therapist has delivered a range of treatments including talking treatments and other non-contact interventions for our clients as well as online wellbeing and nutrition sessions. This has generated demonstrable benefits to the health and wellbeing of our clients as it has facilitated a more calm and relaxed state for individuals with a positive evidence improvement on their mental and physical health and wellbeing. One specific example being a gentleman with very complex needs based in the resource centre being particularly engaged with some essential oils and talking treatments.
3.4.1 We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers.
Our client advocacy group in Merseyside, (Voice for all Merseyside) have been liaising with the advocacy team around what they wanted to improve their lives. From discussions around relationships, we have developed our partnership with specialist dating agency Meet ‘n’ Match to provide services to our Merseyside and Greater Manchester clients. We have now facilitated access to this agency and their events which specialise in services for adults with learning disabilities and autism. The events are all chaperoned, vetted and safe. This has never been available in the Merseyside services previously. It now provides safe opportunities for our customers to meet a partner and develop a personal relationship in a supported environment, whereas they may not have otherwise been able to have access to such opportunities. This has had a positive impact on client wellbeing and the development of client’s communication and social skills.