Service standards

Community Voice is committed to achieving the highest possible standards and is a member of the Telecare Services Association (TSA).

The TSA require the following levels of performance:

Call handling time: 98.5% in 1 Minute
  99% in 3 Minutes

% of planned visits achieved 100%

% of emergency visits made within one hour 100%

Community Voice aims to achieve the above standards as an absolute minimum and is committed to regular internal audit supported by external assessment.

Receiving and handling calls is only the beginning. We know that the standard of our service will be measured by the professionalism of all our staff.

Community Voice has adopted National Occupational Care Standards for all those involved in responding to calls and National Occupational Management Standards for those staff involved in managing our company.

All our staff are subject to a performance appraisal against national standards.

Should we receive a complaint we undergo to investigate it and respond in accordance with our complaints policy.