Overview

The ExtraCare Charitable Trust is committed to developing inspirational villages for the over 55s, as an alternative to the traditional care home. Fidelis help them in their mission to help older people enjoy healthy and independent lifestyles through commercial housekeeping on a daily basis as well as deep cleans and residents services.

ExtraCare Pannel Croft approached Fidelis as they were feeling challenged by their then supply partner, who were not providing the level of service that ExtraCare required. There was a short tender process in which Fidelis were able to prove that they could provide an immediate improvement to not only the standards but also the service, communication and quality of our people.

Our Solution

On winning the tender to start working with ExtraCare, Fidelis managed the T.U.P.E process, transferring the team to Fidelis with ease and efficiency. The Head office buying team then approached Fidelis to help further at new sites from the planning stage to completion.

As a care provider, ExtraCare are subject to Care Quality Commission regulations. This is why we ensure our teams are trained to our high standards, and know the correct industry techniques, using the correct products and high-quality equipment. This not only brings in efficiencies and high standards, but it also ensures that the operatives are conscious of protecting the site and its residents, using effective infection control methods and through the use of the National Equipment Colour Coding scheme.

Our teams were provided with full uniform and today they have a specific tunic for ExtraCare to ensure they are well presented and comfortable to complete all their tasks.

Working with Fidelis assures ExtraCare that the standard of cleaning is of the highest quality, supported by the correct processes and procedures as well as documentation to meet the requirements to gain the highest grade of cleanliness and hygiene possible.

The Results

We’re proud to now work on a number of ExtraCare villages, providing services from commercial housekeeping on a daily basis to deep cleans and additional works such as carpet and furniture cleaning for residents.

All customers including ExtraCare are audited every 4-6 weeks as a minimum. This has helped improve communication so that the ExtraCare management team are now well informed and more able to make informed decisions.

This also meant and still means that operatives get regular feedback and can address any challenges, and identify new training opportunities.

Our customers have regular contact and face to face visits from Fidelis management so that proactive decisions can be made almost instantaneously.

"The housekeeping team at Fidelis are first class and the levels of professional customer care are outstanding. Fidelis team members have been commended for their interaction with our residents, which is a great compliment to the ongoing professional attitude of operatives and management at Fidelis."

Manager, Extra Care Village

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