Customer Services

Customer Services

Our Vision & Values

Our Customer Care Policy, containing eight principles guiding our approach to those we support and partner, demonstrates our commitment to ensuring the consistent application of standards as described in the Customer Charter/Customer Service Procedure, sitting within our ISO-accredited QMS, displayed at all sites, disseminated to staff on induction with our Customer Care Policy, re-affirming the highest Customer Care standards. Read more about our Vision & Values

Communication

Medequip’s Customer Services teams utilise a wide range of communication methods:

  • Phone, SMS, Email, Textalk
  • Makaton and parallel, symbol-based, approaches for Learning Disability
  • and Paediatrics
  • Text-to-talk (Dragon Reader)
  • Large print
  • Braille
  • Instructions and/or information, in as many as 38 languages
  • Translation services, including sign language interpreting

Foehn

Customer Services teams access calls via Medequip-bespoke Foehn software, automatically capturing relevant details on-screen. These include waiting time, disconnected calls, call length, time-of-call and contact details. Data automatically links to Service User and Prescriber records, including reason-coding and file notes.

Staff Training

Mandatory staff training, provided by our Learning Management System (LMS), delivered by our HR and SHEQ Managers, covers compliance with:

  • Safeguarding of Vulnerable Persons
  • Information Governance
  • Safeguarding Children and Vulnerable Adults
  • Security
  • Equality and Diversity
  • Bereavement and Sensitivity
  • Professionalism and Competence
  • Customer Services

Performance

Every phone call is recorded and linked to the Service User and Prescriber account for quality purposes. Direct email and SMS from our communication systems further ensure that a full audit trail is available at all times which can be viewed and listened to on demand by Prescribers and Commissioners.

Resource

Medequip provide local on-site dedicated Customer Services teams for all Contracts, operating during core service hours to facilitate activities and queries, with centralised live-chat support and help functions for Prescriber on-line ordering.

Wall mounted visual displays are utilised at all depots in Customer Services, providing on-site, real-time viewing and management of daily call-answering performance.