With the Department of Health and Social Care projecting a 57% increase in adults aged 65 and over requiring care in England by 2038 compared to 2018¹, leading UK home care company Caremark has announced it’s revolutionising staff training across its 134 franchises in anticipation of the surge in demand.

 

Partnering with team development company Bigrock Solutions, Caremark has already trained selected staff who will then roll out the programme to over 300 employees over the course of the year and on an ongoing basis. The bespoke course has been designed to enhance the skills of office-based staff with a consultative approach to sales. Focusing on building stronger relationships with customers will enable staff to offer more tailored care recommendations for a more effective use of care time.

 

David Glover, Joint CEO of Caremark, highlights that this training programme will not only improve customer relationships but also boost business efficiency. He notes that showcasing the extensive training opportunities will positively impact staff recruitment, attracting potential employees by demonstrating our commitment to their development². He commented:

 

“Due to the findings by the Department of Health and Social Care, we’re taking action to ensure we can meet the increasing demand without compromising the level of excellent care we’re known for. This new training focuses on nurturing strong relationships with customers at the outset by communicating effectively and efficiently via the customers’ preferred method of communication and making sure we’re fulfilling their needs efficiently.

 

“Since the COVID-19 pandemic, the traditional 24-48-hour response window has been replaced by a growing expectation for an immediate response, marking a substantial change for many employees. From traditional phone calls to modern online chats and social media interactions, this initiative demonstrates our adaptability and addresses the surge in multi-channel communication. It will ensure staff excel at the critical first point of contact with potential customers.

 

“The initial interaction with a customer is often when they are understandably worried about the needs of a loved one. This new training thoroughly explores how to investigate their care needs in an empathetic way and ensure we’re recommending the most holistic, personalised care possible. This will mean people are getting the most tailored level of care; it will also promote independence, reduce the risk of health issues going undetected, and ultimately improve the efficiency of our care teams on the ground and allow us to help more people in the future.”

 

1. https://www.homecare.co.uk/advice/home-care-facts-and-stats-number-of-providers-service-users-workforce
2. Caremark reported earlier this year that it’s been successful in improving its staff retention rates, with turnover dropping from 86% in 2021 to its latest figure of 18%.

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