Customer care boost in Manchester

By Jonathan Kalmus, September 7, 2010
A good listener: Shira Baram

A good listener: Shira Baram

The Federation of Jewish Services in Manchester is mirroring an NHS strategy with a new post to boost customer service.

Shira Baram has started work as customer care co-ordinator, a role based on the Patient Advice Liaison Service offered in hospitals, which is designed to improve the NHS by better recording feedback and complaints.

She will be the person to turn to for Heathlands residents, care clients and their families when they feel services do not meet expectations, or could be improved.

Ms Baram has a degree in health studies and has worked with Age Concern, Sure Start and Sheffield's St Luke's Hospice.

"This is an important role as it requires that we ensure that people are listened to, their opinions are valued and that we work towards carrying things through," she said. "Another important aspect of this role is being able to communicate why sometimes expectations cannot be met."

FJS chief executive Karen Phillips said it was important for clients and their families to have a face they knew -- and to be assured that any complaints or suggestions would be listened to.

"It's about driving up standards. We've now got a clinical manager and a new HR officer. These are posts we couldn't have afforded without the merger [to create the FJS]."

Last updated: 10:17am, September 8 2010