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Domiciliary
PROVIDER
LOGO
LOGO
Verla Care at Home
Hearing from people the office rarely sees.
The challenge
Feedback from people receiving care at home arrived only via annual review visits or complaints; carers heard things daily that never reached the office.
What they did
A short link on visit confirmation messages and a card left in the home folder; carers logged spoken comments in under a minute after a visit.
What changed
Feedback volume from clients and families rose 3×; recurring visit-timing concerns became one owned action per round instead of scattered calls; evidence of responsiveness is ready for reviews.
“We finally hear from the quiet majority, not just the person who phones.”