Professional Services
Improving Customer Satisfaction in Assessment and Care Management

How satisfied are your customers with the service they are getting? In our experience, the wait for an assessment is most frustrating for families and customers, particularly when the customer’s circumstances are changing and new care packages are required.

Then there are the changed appointments and rescheduling of visits, particularly if a multidisciplinary team is involved. There are IT systems used for scheduling the care package and billing against personal budgets – but what about the productivity of the assessment and care management teams? How much time is wasted through unproductive visits and rescheduling arrangements?

The call centre already signposts service users but does it use a system based on volume, complexity and risk combined with dynamic scheduling and PDAs/iphones to improve  customer service?

Where dynamic scheduling is being used in Councils, user satisfaction increases to over 95%. It also improves productivity by speeding up scheduling, taking account of cancellations to reschedule/substitute other assessors and enable communications.

Needless to say, it integrates into your core case management systems. In time, this will mean that there will be more reassessments leading to more customer focused care packages. It will also help to get the most appropriate support to service users

In these straitened times, a short business case should be developed to establish the costs, savings and benefits. For a discussion, please contact Doug Forbes on 0208 8191563 or


Barony – Performance through Innovation


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