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When delivering services to customers in their home, it is important to keep in mind that the customer may have a disability. Ask all customers if they have any requirements before you visit them at home.
Also, remember that a disabled customer may prefer to be visited in their own home than travel to an appointment elsewhere.
Planning your visit
- If the customer wishes, arrange your visit for when a carer or relative is there.
- Customers who can’t see your identity card may have agreed to a password with your organisation, which you will need to give before you enter the property. Check before your visit.
- Try not to arrive unexpectedly. If you have to change the time of your visit, then give the customer as much notice as possible.
On the day you visit a disabled customer
- It may take longer for the customer to get to the door. Give them plenty of time.
- Say who you are and why you are calling.
- Confirm details of the job before you start.
- Keep the customer updated on what you are doing.
- If the job can’t be completed, explain what will happen next and who they should contact if there are any problems. Write this information down if possible.
- If installing equipment, check with the customer that it’s at a height and position that meets their needs.
- Ask before moving any furniture, equipment, medication or personal items, and make sure that they are put back in exactly the same place. A person has probably arranged their home to suit their needs and to be accessible to them.
- Check for any trip hazards before you leave.
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