We’re only human; the Social Care experience should acknowledge that.
The Children and Families Bill: will it be enough of the right help, or just ‘help’ ?
If you were the CEO of an organisation whose latest customer research showed that 62% do not get the help they need, 60% describe their interactions as “a battle” and 40% said their needs are not understood, I’d suggest you’d be rather alarmed.
These are not customers though, they are ordinary parents and people who are looking after disabled children. They simply want the right kind of help.
The right kind of help at the right time in the right place
This research by Scope is then both alarming and saddening. Many of these people are likely to be mentally and physically exhausted, keeping going because they have to, reaching out for help from their isolated world only to face what appears to be a vertical cliff of obstacle after obstacle rising out of sight.
The good news is that a helping hand may (should) be on its way in the form of the Children and Families Bill, which has been drafted and is now being reviewed. Scope and other leading charities are making strong representations to ensure that the Bill does what it should do; to understand what it’s really like to be the person in a position needing to ask for help and to make the right kind of help easily accessible to everyone who needs it.
As with getting all “customer” experiences right, it’s about empathy and understanding the emotional investment in the issue, especially when we’re talking about helping real people who are helping real people.
Jerry Angrave Customer Experience Consultant +44 (0) 7917 718 072 www.customerexperience.uk.com [email protected] Jerry Angrave helps business leaders plan and deliver Customer Strategies, design and execute customer experience programmes and provides coaching and personal development tools for those charged with leading and managing the customer agenda. These services are borne out of real-world know-how in running teams of Customer Experience professionals and Customer “champions” in large complex businesses. Twitter – @IdealExperience LinkedIn – http://uk.linkedin.com/in/improvecustomerexperiences