In order to illustrate how we are performing, we measure a range of indicators. Many of these are industry standard as set by the Telecare Services Association (TSA) and allows us to compare our performance with similar service providers.
We have broken the results down by each area that is being measured. Each indicator describes what area it is measuring, the target and our performance against that target. The data below is for the 2012 calendar year.
|Urgent installations carried out within 2 days||90%||96.23%|
|Remaining urgent installations carried out within 5 days||100%||100%|
|Non-Urgent installations carried out within 15 days||90%||97.03%|
|Remaining non-urgent installations carried out within 20 days||100%||100%|
|Critical repairs carried out within 2 days||90%||99.43%|
|Remaining critical repairs carried out within 4 days||100%||100%|
|Non-critical repairs carried out within 15 days||90%||93.07%|
|Remaining non-critical repairs carried out within 20 days||100%||100%|
|Calls answered within 1 minute||98.5%||99%|
|Calls answered within 3 minutes||100%||99.95%|
|Responding to a call where a Mobile Support Officer is required|
|Attending an address within 45 minutes of a call||90%||97.92%|
|Attending remaining addresses with 60 minutes||100%||100%|
|Number of complaints received||N/A||10|
|Acknowledgement of complaint sent within 5 working days||100%||100%|
|Response to complaint sent within 20 working days||100%||100%|
|Service User satisfaction|
|Speed of Response||Staff Helpful||Good Value||Overall|
|Satisfaction with installation service||90%||100%||100%||100%||100%||100%|
Satisfaction with monitoring service
|Satisfaction with response service||90%||100%||75%||100%||100%||94.7%|
For further information about what Careline can offer or to arrange a home visit please contact us.