Pauline Walsh

1
Pauline Walsh Chief Officer Age Concern
Blackburn with Darwen (yes its me again!)
2
Service DevelopmentWhere do we go from here?

• Need to ensure the sustainability of
• Care Network
• Both its core functions its home-grown
• service providers

3

• Needs continuing commitment of partners
• Needs continuing support of Local Strategic
  Partnership
• Needs continuing customer satisfaction
• Needs to address unmet need

4
Continuing Commitment of Partners

• Universal feel good factor
• BUT eligibility and charging

5
Customer Satisfaction Unmet Need

• Need to grow the service
• Need to reach more customers
• Need to diversify the available services
• Whilst maintaining customer satisfaction
• at its current high level

6
What new services?

• This is where I ask the audience

7
Different types of shopping a priority
8

• Toenail cutting
• Moving house checklist
• Removal firms
• More repair and maintenance
• Community transport service
• Damp course installer
• Mobile hairdresser, ladies gents
• Dog walking
• Repairing TV aerials

9

• Last month the front desk received a
• request for a Gujerati speaking cleaner.
• This illustrates one of the challenges that
  applies to all our service providers.
• How to provide culturally sensitive services

10
To Black and Minority Ethnic Communities
11

• And whilst we do this we have to continue
• to ensure that existing customers remain
• happy and provide us with the best
• publicity going.
• Word of mouth

12
The Power of Partnership
Thank you for attending the conference.
Have a safe journey home