A vital service providing care to more than 1,000 adults across Lancashire has been praised for going ‘above and beyond’ to give excellent service to its customers.
Lancashire County Council’s Older People’s Care Service has achieved the national Customer Service Excellence standard and been given special recognition for the hard work of its staff during the Covid-19 pandemic.
The service runs 16 care homes and 13 day centres where staff provide support for older people, adults living with dementia and their families.
Support includes personal care, social activities and rehabilitation to help people regain their independence after a stay in hospital.
The inspector was particularly pleased that staff went ‘above and beyond’ normal service standards when Covid-19 restrictions meant that day centres had to close.
County Councillor Phillippa Williamson, leader of Lancashire County Council, said: “Staff in our older people’s care service team always do all they can to put the people they support first. I’m glad their hard work is paying off and being recognised.
“There are lots of positives in the report, but I was particularly pleased to read about the team scoring a ‘compliance Plus’ rating for the work of day centre staff when the buildings had to close due to the national restrictions.
“Staff showed their initiative and contacted people who use the service and their families regularly to ensure they were okay.
“One day centre user particularly enjoyed quiz activities. His support worker would regularly contact him to play a quiz game over the phone with him while the buildings were closed. This made a huge difference to him and his family at such a difficult time.
“Supporting vulnerable people is one of the county council’s priorities and this is a great example of how we do this.
“Being accredited with the Customer Service Excellence mark is tremendous news. Congratulations to everyone involved for their hard work.”
Chris Bagshaw, head of the older people’s care service team, added: “Everyone has worked so hard to get this accolade.
“Inspectors highlighted lots of good practice, from the caring and attentive way we deal with people who use our service and their families, to our strong working relationship with suppliers and partner organisations. We want to build on this to make even more improvements.
“I’m really proud of everyone who works in this service. A huge well done for all your hard work.”
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