The Prime Minister has sent a letter congratulating CBHA on its service to residents. This was the formal recognition of CBHA achieving the new Customer Service Excellence (CSE) standard.
The award shows that CBHA has recognised the importance of developing an in-depth understanding of its residents’ needs. It had to be committed to service improvement throughout the organisation, from the Board and management to the front-line staff.
Gordon Brown’s letter said: “... to be recognised for this challenging standard is a tribute to your organisation’s customer service culture.”
The government’s CSE accreditation is used to drive customer-focused improvement in public services.
CBHA Head of Service Improvement Jude Leighton said: “The assessment for the CSE standard tested in great depth areas that are a priority for our residents, particularly delivery, timeliness, information, professionalism and staff attitude.
“When the assessor visited CBHA for two days, he said he was very impressed with how CBHA was developing insight into our residents and understanding their experience. In fact, he even remarked that some of what we did was ‘solid gold’.”
Jude said: “The assessor liked CBHA’s new system, known as George, in which day-to-day contact with each resident is recorded individually. This means that, for example, if a resident rings up with a query on Friday, the staff member can see on the computer record that they spoke to a colleague the previous week and what it was about. Our residents really appreciate this level of individual service.”
“CSE clearly celebrates CBHA’s success but it is also about continuing to improve our services,” she added.
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