Herts Careline has achieved a gold standard of 100% customer satisfaction in its latest survey


PR Date: 
Tuesday, 15 May 2018 - 2:30pm

Herts Careline’s community alarm and telecare service has achieved a 100% recommendation rate from its customers. This exceptional performance was generated from the service’s annual customer satisfaction survey with gathers the opinions of those using the service.

Herts Careline is a not-for-profit service partnership between Hertfordshire County Council, North Hertfordshire District Council and Hertfordshire Independent Living Service, to provide non-complex needs assistive technology services for residents of all ages and circumstances in Hertfordshire.

The results from this year’s survey are highly positive, and key findings show that:

  • 100% of service users would recommend Herts Careline to a friend or relative, an improvement of 0.8% compared to the 2016-17 survey.
  • 100% of service users felt more reassured having their assistive technology service, a growth of 3.4% compared to the 2016-17 survey.

  • 99.2% of service users’ relatives and friends felt more reassured now that they have the assistive technology service at home, an improvement of 0.9% compared to the 2016-17 survey.

  • 98.5% of service users who responded to this question rated the service received by the Customer Service Team to be ‘excellent’ or ‘good’, an increase of 0.7% compared to the 2016-17 survey.

  • 98.4% of service users who responded to this question found the help and advice from the Control Room was ‘excellent’ or ‘good’.
  • 97.6% of service users felt more independent having their assistive technology service, an improvement of 3% compared to 2016-17 survey.

Cllr Bernard Lovewell, North Hertfordshire District Council’s (NHDC) Executive Member for Housing and Environmental Health, said: "We are delighted to receive such excellent feedback from our customers. We place them at the heart of everything we do and we continually strive to exceed their expectations. I would like to thank our customers for taking the time to pass on their feedback to Herts Careline and to our Control Room operators and staff who provide a consistently excellent service 24/7."

Iain MacBeath, Director of Adult Care Services at Hertfordshire County Council, said: "I’m delighted that Herts Careline continues to go from strength to strength and improve on its satisfaction from service users. Hertfordshire County Council is pleased to partner with such a valued service and enable people to live independently and safely. Herts Careline is a big part of achieving this."

Customers in the survey remarked about the "Quickness of response"; "Peace of mind" and the sense of "Feeling safe in their own home".

Assistive technology, such as community alarms and telecare services, can provide much needed reassurance for users and their friends, families, and carers, as they know help is on hand at the press of a button, 24 hours a day, 7 days a week.

Now in its 35th year of service, Herts Careline currently provides support for around 16,000 people across Hertfordshire and surrounding areas and takes a staggering 1,000 calls a day - at least one third of these are life critical emergencies.

To find out more about Herts Careline please go to: https://www.care-line.co.uk/home.aspx

Herts Careline