Customer Charter

NSL Care Services is committed to providing a great service to clients and passengers alike. Our customer charter, built on our Vision and Values, lays the foundation for working in all parts of our business.

Professional at all times

+ To ensure the patient arrives safely at their treatment centre and is escorted to the relevant clinic/department/home address and is made comfortable by our staff before they depart, ensuring continuity of care at all time.

+ Our staff will liaise with Healthcare staff to ensure a smooth and safe patient handover.

+ All of our customer facing staff will be easily identifiable, well presented and be well trained to deliver the service you require.

+ To receive the utmost personal care by paying close attention to detail with regards to the patient’s needs and the needs of their family and the clients.

+ To provide an efficient service in a customer focused and courteous way, resolving enquiries first time where possible.

+ All matters will be treated in confidence. Our staff will work with you in a sensitive and discreet manner.

+ To maintain strict infection control.

Responsible and Accountable

+ We will be responsible and accountable for the accuracy and quality of our work and are committed to investing in our staff development so we can provide you with a more efficient, high quality service.
 
+  We will respond to any formal complaints quickly and within agreed timescales

+ We will commit to supporting national and local aims to deliver patient care and will work within agreed standards. In addition we will be responsive to stakeholder requirements and adhere to their standards.

+ Where legislation, regulations or policies change we will ensure that any necessary changes are promptly and properly completed.
 

Open and Honest

+ We take responsibility for our actions and will work transparently with you to ensure that together any issues are quickly and easily resolved.

+ We will share best practice across our business and seek to understand your needs, so that the best solution can always be deployed.

+ Care and Service for all our patients