Uniting AgeWell has launched its new Customer Promise, Customer Charter. Developed in consultation with customers and staff, it illustrates what’s important to our customers and how our staff and services support them. The Customer Promise, Customer Charter underpins our commitment to service excellence and sums up what customers can expect from Uniting AgeWell. Live well with choice and peace of mind 1. You’re at the heart of everything we do We will always treat you with respect and dignity and ensure you feel valued and supported. You’re in control and we’re here to provide the services you require to continue living well and doing what’s important to you. 2. We will support you every step of the way Your goals and needs are our priority. We will listen, support, advise and work with you to connect you to the right services – now and into the future. We are responsive and flexible, and will be a trusted partner in your care. 3. We will provide high quality, safe services We never compromise on keeping you safe and giving you the best of care. You can have peace of mind that our services demonstrate best practice, are safe, effective and appropriate. Your wellbeing is always our primary concern. DoveTale 3 4. Our staff are friendly, skilled and reliable We’re here to help you get the most out of life. You can expect prompt, enthusiastic and professional support from our qualified and welcoming staff who share our commitment to care. When we promise to do something, we’ll do it. 5. We will listen and learn Your voice and ideas are important to us. We’re constantly striving to find new and better ways of doing things. We welcome and seek your feedback, listen to your stories and concerns, keep you informed and take action when and where it is needed. It focuses the organisation on what we should be doing best – helping older people to live well with choice and peace of mind. The charter sets out five key undertakings that will be embedded into staff practice and accountabilities.
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