Extra support service for older people receives 96% satisfaction rating
28 March 2018
A leading housing association, with over 600 estates for older people nationwide, has received a 96% satisfaction rating thanks to the round-the-clock lifeline it gives to residents through its emergency call and reassurance response service.
Last year, Hanover Housing Association’s Hanover on Call service (HOC) – which provides a 24-hour, seven-day-a-week service to residents – handled over 475,000 calls. This included nearly 315,000 incoming requests for assistance and 165,000 scheduled outbound calls.
The crucial service - which has been in operation since 1998 - helps ensure residents maintain their health and wellbeing whilst keeping them safe in their homes and enabling them to continue to live independently.
The latest satisfaction survey comes as the retirement housing provider underwent an annual audit of the service, with Hanover successfully demonstrating its continued compliance with the TSA Code of Practice. The rigorous assessment helps HOC to improve and achieve excellence, ensuring that Hanover takes safety of residents seriously and improves the quality of the service provided.
HOC receives over a dozen emergency calls each day. In one instance, a resident from Shepton Mallet believes that her life was saved by HOC when the operator recognised that she was having a hypoglycaemic episode because of her diabetes and quickly called for an ambulance.
Elsewhere HOC staff supported a resident from Cambridge by making several reassurance calls and ensuring that her case was pushed up the ambulance service priority list, while in Berkshire a resident who had a stroke was very grateful to HOC after the operator acted quickly to dispatch the ambulance.
Helen Roberts, Head of Assistive Technology at Hanover, said: ‘We are delighted with the results or our latest survey and the ongoing endorsement we’ve received by retaining our TSA accreditation.
‘All the team go through extensive training to become a customer service advisor, and we have worked hard to improve the level and quality of service. These results demonstrate the commitment we have to providing a first class lifeline to residents, and we are encouraged to see we have achieved an 8% increase from residents who are now very satisfied with the speed of our response.’