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1300 791 562
info@respitenow.com.au
Registered NDIS Provider

Contact Us

Phone
1300 791 562

Email
info@respitenow.com.au

Address
Suite 4, 650 Burwood Rd, Hawthorn East, Vic. 3123

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ClientCarerMatchmaker

Melbourne's only Values, Interests & Preferences (VIP) home and community care model Respite Now’s proprietary ClientCarerMatchmaker has been developed and made available to clients and families who are not only concerned about having strangers in their house but also want to ensure the absolute best of care for their loved one. ClientCarerMatchmaker is the only compatibility-checked Values, Interests & Preferences (VIP) care model in Melbourne that also includes a door-to-door carer introduction; meaning you get to meet the carer before things get underway.

ClientCarerMatchmaker enables clients to receive the highest standard of personal care possible on any given day. The provision of in-home care and respite by nature can include many variables.

ClientCarerMatchmaker assists with the alignment of values, attitudes, interests and personal preferences meaning each carer is more knowledgeable and understanding of our client and able to provide deeper care and attention and typically can improve their outlook and perspective ensuring they have a better day (or night). ClientCarerMatchmaker also provides a stricter review and analysis of the carer’s background and overall suitability to care for you or your loved one.

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Activating the ClientCarerMatchmake service, involves a 4 stage process typically concluding with happier clients. Below is a description of how it works.

Respite Now’s ClientCarerMatchmaker (CCM), now exclusively available to Respite Now’s clients and their families was created in response to new client’s concerns about having strangers enter their homes and their uncertainty about the match of carer to their or their loved-one’s specific needs. CCM provides confidence and certainty where previously very real concerns were typically not being addressed by the care industry. Most carer agencies pay little attention to ensuring the client/carer fit is precise and highly matched.

ClientCarerMatchmaker enables clients to receive the highest standard of care possible on any given day. The provision of in-home care by nature can include many variables. ClientCarerMatchmaker assists with the alignment of attitudes, interests and values meaning each carer is more knowledgeable and understanding of our client, has been rigorously police and reference-checked and able to provide deeper love, care and attention and typically improves their outlook and perspective ensuring they have a better day (or night). ClientCarerMatchmaker also provides a stricter review and analysis of the carer’s background and overall suitability to care for you or your loved one.

 

 

4 Steps to Customer Satisfaction

The ClientCarerMatchmaker service involves a transparent, 4 step process, typically concluding with happier and better cared for clients. Below is a description of how it works.

 

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STEP 1.

Stringent recruitment

Our recruitment policies and selection process is the starting point and it is here we ensure our carers meet stringent personal and professional standards. Rigorous interviewing, role playing, information sessions and inductions mean those that we do employ are very high calibre personal carers with college qualifications and experience to draw on when caring for you or your much loved senior or person with a disability. All our staff are held in very high esteem and we know that any one of them would provide exceptional care but it is here that we move on to step 2 to ensure the best carer is matched with you or your loved one. Once selected, all our carers complete the ClientCarerMatchmaker (carer version) form and we use the results from this questionnaire and in-house interviewing of our carers when finding the best carer for each client.

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STEP 2.

Customer insight / family meeting

With the help of the care recipient and their family we get to know our client and understand what’s important to them and how we can best serve. At a time and place convenient to the family we sit down and discuss what their strengths are, how involved they want to be in the care process, things they like, things they don’t like, what upsets them and what makes them feel good at times when their disability, age or frailty is getting the better of them; in summary, their Values, Interests & Preferences (VIP). This takes about 40 minutes to one hour so we make the appointment time, location, duration and content totally up to you.

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STEP 3.

Client Carer Matchmaker analysis

Now that we have the comprehensive information from our client and our carers we are then able to undertake the Client/Carer assessment to find the best available carer for you. This is done with the use of data analysis and talking it through with our team. When the selection process has provided the most suitable carers we meet with those carers and give them offer them an ‘invitation to care’ which sets out all we know about the client, their values, expectations, interests, preferences and all know concerns and complaints making sure they feel suitably qualified and prepared to take on our new client; making a good fit as quickly as possible is the aim. If there are any uncertainties we re-assess and review the process again. Depending on the level of urgency and current availability of carers, we may need to advertise and recruit if we believe the specific carer has not been identified or the right person is not available at the time of booking. This may mean a period of waiting before we can start but we provide a temporary carer who we are confident is still suitable for the role.

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STEP 4.

Door-to-door carer introduction

ClientCarerMatchmaker is put into action by a Respite Now company director personally introducing the selected carer by either driving them to the first appointment or meeting them at the client’s home. Depending on the circumstances and time available we can sit down over a cup of tea and introduce your new carer to ensure our selection process has worked to its usual high standards. It gives the client and anyone else involved in the household a chance to meet the new carer, ask them any questions and for all parties to get to know each other prior to getting down to the delivery of care & support and other tasks required to be done in the allotted time.

NOTE: The introduction of our direct carer staff to a brokerage client may not be applicable, however the back-end planning and matching process will still create the right selection of staff for us to offer case managers.

 

Et voila - Happy families

The final component of our tried and tested ClientCarerMatchmaker is the follow up call we do at the end of the first day of care which I must say, is usually the sound of another happy customer. This provides the client or their family the opportunity to provide us with direct and honest feedback of the services provided and how they felt the Respite Now carer performed, got on with the client and if they would like to retain this carer for the duration of the care & support plan. Of course we accept feedback any time but it’s important to gauge the satisfaction from both the clients and their family’s viewpoint (if other family have been involved) immediately after the first visit. An ongoing part of the process is regular meetings with our carers to gain ongoing feedback as to the happiness and responsiveness of the most important people; our clients. So that’s the ClientCarerMatchmaker system in a nutshell. A little wordy but the process has as much happening in the background as it does at the coalface so we think it’s good to explain how it all works.