Page 11 - CCNB Annual Report 2022
P. 11

   Improving Customer Experience
During 2021, we implemented a new 'Customer Journey' framework for the delivery of our services.
The basis for the new model was a team approach to customer care and providing customers with access to more people more of the time, who understand them and their care requirements.
Each team is called a 'Care Circle', with each circle (there are 4 in total) allocated to a group of CCNB customers. All members in the circle are knowledgeable on every customer in their care, providing greater access to support.
Having a team approach gives our customers access to a deeper and more significant
knowledge base and skill set. This provides them with
continuity of care and comfort from knowing that
someone is always available to look after them.
- Leslie
ccnb annual report 2022.

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