At Berwick Care, we have adapted to the change that this pandemic demands and created a Crisis Response Team to protect our people and manage the resilience of the services and support we provide to our customers.

OUR STAFF

While the majority of our people are working from home, our COVID-secure office is open to colleagues who have a business need or prefer to work in the office for wellbeing reasons. 

All of our team members have been equipped with the tools required to work safely and efficiently from home. Over the summer, Berwick Care invested significantly to make our business management systems cloud-based which means any member of staff can access the full system from any location, at any time.  We replaced all our traditional telephones with Softphones which has meant that calls can be made, received and transferred as if all staff were all in the same room.

OUR CUSTOMER SERVICE

The health, wellbeing, and safety of our employees and customers are paramount, and we have been preparing and acting, as necessary. 

 Our Crisis Response Team has been established and tasked with maintaining levels of customer service throughout supply shortages, lockdown rules, and the need to protect our customers from virus transmission. To reduce cross-contamination, all our assessments are now completed online. In order to combat supply shortages, we allocated our essential stock to our customers, giving them peace of mind that critical supplies would not be cut at this crucial time. Due to careful purchasing, planning, and reliable supply chains, we are happy to report that our stock levels are now at an all-time high. We have, in fact, turned down business opportunities from other market sectors to ensure that our loyal care home customers do not suffer from supply or service issues.  

Our website has been developed with an order system with approval controls to allow care home managers to give greater autonomy to their staff.  This gives greater flexibility to allow care home staff to work remotely when self-isolating.

Via e-mails, letters and phone calls, we have dedicated ourselves to customer communication every step of the way; price increases, decreases and stock issues will be shared with our loyal customers as soon as possible. Advice on the latest government plans, such as the free PPE Portal, is also readily available.  We have lobbied government ministers on behalf of care homes when their plight was overlooked in the early stages of the pandemic- we are by your side, and here to support.