13.08.2021
The number one request from people living with dementia and carers is help with advice whether it be benefits, carers support, health related, housing etc etc. However, most people are concerned about the quality of the interaction when they engage with service providers. They cite worries such as; a disinterested response, a frantic willingness to pass you over to another organisation, an immediate response saying ‘we can’t help you’. In summary, ‘the computer says no’ approach. By no means is this a universal response but it is happening far too much and when you consider the pressure that clients/carers are under, the least they deserve is a positive experience when they contact, or try to contact service providers. We encourage service providers to have a Customer Commitment charter, something that we are currently working on. It will include for example taking time to listen, telling the caller your name, telling them what we can offer and if we can’t try to help them find a suitable organisation. We are all customers of some service and we would all want to be treated with respect.