Based on Carelli Assistans vision "Caring for a sustainable and safe future for people", it is important to us that the assistance we offer our customers, those entitled to assistance, meets our high quality requirements. All our customers should be able to live their lives safely and securely in the way they want through the assistance from us.
The importance of regular dialog on personal assistance
To follow up and ensure this, our area managers, among others, meet customers regularly and have a dialog about the assistance. An important part of our systematic quality work is our annual customer surveys. These are sent out to all customers or their representatives, with questions about the implementation of the assistance, recruitment, cooperation, participation and communication. These are compiled by the quality department at an overall level, where the results are analyzed and lead to actions. As an assistance provider, we work actively to continuously improve our assistance and our customers' opinions are crucial in this work.
Below is a selection of the results of the 2023 customer survey.
Satisfied customers
86 % of Carelli's customers say they are satisfied with the quality of their assistance!
High ratings for both assistants and area manager
98 % of customers feel that their assistants care about them.
91 % of the clients think they get the help they need from their assistants, 9 % have not given an answer.
88 % are satisfied with the cooperation with the responsible area manager.
83 % of our customers feel safe with their assistants.
The comments submitted are often linked to frustration and dissatisfaction about, for example, the customer wanting more hours in their assistance. This is not something we can directly address, but we are actively working to have a dialog with the Social Insurance Agency and the municipality so that our customers can have their case tested. There are also views on the difficulty of finding staff in the assistance sector, which is also something that is noticeable throughout the assistance industry. Our area managers work actively with recruitment and participate in various fairs. We also strive to be an attractive employer and serious assistance provider for our customers, both for assistance for children and adults.