‘Absolute godsend’: Herts Careline achieves outstanding customer satisfaction

0​3 September 2024

Herts Careline, a leading provider of community alarm, telecare, and assistive technology monitoring services across Hertfordshire, has once again proven its invaluable role in supporting residents to live independently and safely at home. Its 2024 Customer Satisfaction Survey results are exceptional, highlighting the critical lifeline that Herts Careline provides to the community.

Key survey highlights:

• 99% would recommend Herts Careline to a friend or relative
• 98% feel more reassured having the assistive technology service
• 95% feel more independent with the assistive technology service
• 95% found the installation process 'easy' or 'about right'
• 94% feel confident using their equipment
• 92% rate the advice from call operators as ‘excellent’ or ‘good’
• 91% are ‘very satisfied’ or ‘satisfied’ with the Herts Careline service
• 90% say it gives friends and family peace of mind knowing they have the Herts Careline service.

When asked ‘What do you value most about your assistive technology service?’ customers shared heartfelt feedback:

• "Careline was an absolute godsend when my mum was mobile but experiencing falls. It’s like always having amazing family members in the house – thank you!"
• "Thank you for saving me when I was unconscious on the floor at 2am one night about two years ago now. Brilliant service."
• "Your operatives are really reassuring, even during a false alarm. Thank you for your help and support; it really is a lifeline and a true CAREline."
• "You provide my dad with an outstanding service. The response is always kind, even when he presses the button by mistake – it’s never a problem."
• "After falling multiple times, the wonderful help from you, talking to me and getting assistance, is such a relief! This is why I encourage friends to join."
• "Peace of mind for my family and me."
• "Very responsive, brilliant customer service, and value for money."
• "The staff are always so pleasant and delightful."
• "Your technicians have always been professional, courteous, friendly, and helpful – excellent service."

Herts Careline is part of North Herts Council, having started as a service for North Herts in 1982, and partnering with Hertfordshire County Council in 2014.

Cllr Val Bryant, Executive Member for Communities & Partnerships at North Herts Council, said: “These results are fantastic! We are so proud of this service and all it does for the communities across Hertfordshire – assisting older and vulnerable people in their homes, and also providing that all-important peace of mind to their relatives at the same time. The results are a powerful testament to the amazing team's dedication and commitment. It’s incredibly positive to see that the vast majority of customers are so satisfied with our service and would recommend it to others.”

Cllr Tony Kingsbury, Executive Member for Adult Care, Health & Wellbeing at Hertfordshire County Council, said: “We’re very pleased to see this high level of satisfaction with the telecare services we commission from Herts Careline, and we’d like to thank all those at Herts Careline who are contributing to this great service for our residents, allowing them to remain independent and providing additional reassurance for families.”

Herts Careline supports over 16,000 residents across the county, with support and advice available 24 hours a day, 7 days a week, often taking 1,500 calls a day.

For more information about Herts Careline, visit: www.care-line.co.uk