The importance of safety and quality in assistance

Individually tailored assistance

Each client's assistance is unique. By maintaining close and regular contact with our customers
we can continuously adapt and improve the assistance. We work with IBIC (individual needs
center), which is a common way of working to provide support to those who have personal
assistance, and what is important to them in the assistance.
In each assistance, the area manager collaborates with the client and assistants, in order to perform
assistance in the way the client wants, while complying with current laws. In most cases
assistance services, we also have the function of supervisor, who works with staffing, among other things.
Assistants, supervisors and area managers work to ensure that each client has the influence that
they want, in the way they want in their own assistance.

Communication

We believe in open and transparent communication, which creates a safe and reliable
relationship between us and our customers. By being accessible and responsive, we can quickly
manage any questions and needs that arise. Carelli has a flat organization, and our
customers can reach both the CEO and the CFO directly, if desired.

Safety through the assistants

Carelli assistance protects LSS and the individual's right to co-determination, privacy and
influence. This means that the client has the right to choose the assistants who provide the assistance. The aim is
that every customer has assistants they trust and feel comfortable with.
Our customers should feel confident in the skills of our assistants. Assistants
who have the right skills, feel more confident in their work. All personal assistants can attend
mandatory training, including on the role of the assistant, basic hygiene practices,
ergonomics and movements.

Our area managers work proactively with the work environment for our assistants, the goal is that our
assistants to be happy at work. By working to have assistants who are happy at work,
there is room for always having the customer in focus and wanting to stay with your employer.

Safety through structured monitoring and self-monitoring

Dialogue with our clients to follow up on the assistance is a key factor in ensuring that
assistance is provided in the way the customer wants it. Area managers visit our customers
at least every two months. In cases where the customer wishes, the area manager has more contact. Annually
a quality survey is carried out, asking customers how they feel about their assistance,
for example, around perceived safety. The implementation plan is followed up together with the customer two
times a year, to ensure that the interventions are correctly described based on decisions and how the customer
wishes to do so.  

Overall, Carelli's quality department works to systematically work on quality,
through self-monitoring and improvements to internal processes and procedures. The Quality Department
also holds regular training sessions for area managers, for example on social
documentation.