Tell us briefly who you are, your organisation and what product/services you provide?
I am the Careline/Telecare Manager for London Borough of Barking and Dagenham and have been in this role for past 5 years. I am passionate about providing a person centred service to our clients to enable them to live an independent and quality life, while giving them the assurance that help is at hand when needed. The department has been providing a monitoring, installation and response service to residents of the London Borough of Barking and Dagenham (LBBD) since 1989. Since being established over 3 decades ago, we have evolved from providing a basic alarm and pendant equipment to now providing the latest technology and peripherals available on the market. This has allowed more residents of our borough to remain within their homes independently and to continue living an active, healthy and joyful life.
You recently achieved certification with TEC Quality - and we’re delighted to have you on board – why did you want full certification? - how do you believe it will benefit your organisation? And how will certification benefit your service users and workforce in terms of better outcomes?
I am proud to say we have been fully certified for the past 5 years, achieving 100% with no recommendations every year along with being acknowledged for best practices for Audit Preparation and Call Quality Assurance. The reason for undergoing the certification every year with TEC Quality is to instil confidence in service users that they are receiving the best quality of service. The certification ensures that the organisation is working to the highest industry standards. It also keeps us informed about the latest developments in assistive technology and methods used to provide tech services. I am looking forward to the future and keen to explore new initiatives to increase the customer base and introduce the latest equipment while maintaining exceptional service delivery.
Now that you’ve come through the other side, do you have any advice you’d give to other organisations embarking on the QSF journey?
Organisations embarking on the QSF journey should see it as a help tool. The QSF will help you paint a picture of your service delivery which in turn will help you provide a service second to none.
What’s one thing - either industry-related or not - you learned in the last month?
I learnt about the SIGs (Special interest Groups) TSA have created to tackle pieces of work that will impact significantly on the continual improvement of TEC services.
What’s something about you (a fun fact) that not many people know?
I am a biker and a proud owner of a Honda Fireblade!
Hammad Butt, Team Manager Careline Services
Elevate East London (now part of London Borough of Barking and Dagenham) www.elevateeastlondon.co.uk