To ensure that you receive an efficient and timely service we set ourselves standards in priority areas. These areas of work are monitored on a regular basis to try to ensure both timescales and quality of performance are met.
We aim to:
contact you within five working days of receiving a request from your care manager to arrange a visit
arrange your visit within 15 working days of first contact with you by one of our team
notify 95% of care at home* service users of their maximum weekly contribution at the time of the FAB visit. If we are unable to do so we will explain the reason
record care at home* service users financial assessments on our IT system within five working days of receiving them back from the visiting officer, and if there is a charge to send you confirmation
notify residential and nursing care service users of their financial assessment within 10 days of receiving all information we need about their finances, and information from Adult Services, about the care that is needed.
* Due to complexity, residential and nursing care service users cannot be notified at the time of the visit.
If you wish to comment on our standards or there are other standards which you think we should monitor, you are welcome to send us your views using our feedback form.
We also monitor our standards by asking people who use our service to provide us with feedback.