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Fresenius Kabi and Calea UK Homecare Service excel in customer service - Calea

We are delighted to share with you the great news that Fresenius Kabi and Calea UK Homecare service has been awarded the Customer Service Excellence accreditation.

The Customer Service Excellence® (CSE) accreditation is a government standard and accreditation is undertaken by independent assessors, licensed by the Cabinet Office.

The standard has 3 main distinct objectives:

  • As a driver of continuous improvementcustomer service excellence in home parenteral nutrition care
  • As a skills development tool
  • As an independent validation of achievement

The five elements of the assessment are:

  • Insight
  • The culture of the organisation
  • Information and access
  • Service delivery
  • Timeliness and quality of service

There are 57 categories and to achieve accreditation there must be no ‘non-compliances’ and only 11 partial compliances are permitted… “I am incredibly proud to be able to share with you that our service was fully compliant in 56 out of the 57 categories, including ‘compliance plus’ in 2 categories, recognising the truly exceptional service offered in these areas!” Mark Kirkup, General Manager, Operations.

Our assessor spoke with several Patients and Customers and their feedback was excellent.

One Customer said: “what a difference working with a company who not only care but deliver against their promises, and provide an exceptional service, it really makes such a huge difference”.

Karen Flaherty, Customer Operations Manager was delighted with the award and said “Gaining the accreditation is vitally important to us; we strive constantly to improve the service for our patients, and their families. The audit was very intensive, and reviewed every part of our service. Those patients who were interviewed as part of the process gave glowing feedback; this made the whole journey worthwhile and gave the whole team a real sense of achievement, pride and passion”.

Our Customer & Patients Services team lead the charge but, in addition, the auditor spoke to representatives from 15 departments and service providers so this is truly a collaboration success story and something in which we all take great pride.

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