Establishing staff identity and purpose of visit

Purpose

This procedure describes the actions to be taken by staff on arrival at a customer’s premises.

Responsibility

All staff

Process

Scheduled Visits

• For all scheduled visits, staff should seek to obtain access using a door bell, intercom system or by knocking on the door. There might be instances where the customer has given permission to use the keys we hold to gain access.
• On being answered by the customer, the staff member should state their name and the purpose of their visit; for example, “Good morning/afternoon, it is [NAME] from Careline. I have an appointment to demonstrate and explain the Careline service to you today”.
• If the introduction is carried out face to face, i.e. the customer opens the door, the employee should show their ID badge and allow the customer to take it for closer examination, if the customer wishes to do so.
• If the introduction took place via a door entry system, the member of staff should show the customer their ID card when they meet the customer face to face.
• Staff should wait to be invited into the customer’s home.

Emergency Visits

• Staff will have been authorised to use the customer’s key to obtain access where the circumstance of the emergency is such that the customer (or one of their key holders) will not be available to provide access.
• Staff should announce their presence in the customer’s home as soon as they enter.
• The announcement should explain the purpose of the visit; for example, “Good morning/afternoon, it is [NAME 1 and NAME 2] from Careline. We are here to provide you with assistance following your alarm call”.
• Once staff have found the customer they should ensure that the customer has an opportunity to check their ID badge. Unless the customer is unconscious, in which case emergency services will need to be called.