Service Request Follow-Up

Purpose (Why we do this):

In order to ensure quality of work, as well as provide superior customer service, follow up calls after completion of a service request is mandatory.

Policy (What you’re supposed to do):

• Calls must be performed within 24 hours of completed work.
• See ‘Service Request Completion’
• Document resident interaction in the case of negative feedback or ongoing issues.

Procedure (HRA Way!):

1. Make at least 10 follow up calls before the day ends, each day.(24hr goal to make contact)
2. Do not discriminate between door stops, light bulbs, leaks, or emergency service request (all service request matter)
3. Be sincere and kind and document all valuable information pertaining to the work performed within your residents home.