caretech uk ltd: brochure

NUMBER ONE on the NHS Supply Chain Agreement

Best Value & Performance

Maintenance

Service

Repair

Products & Technical

Solutions

Specialist Installations

2011

Maintaining Independence

CareTech UK Ltd

Contents Introduction page 3

Mission Statement page 4

About Us page 5

Products page 6

Service page 8

Maintenance page 9

Installations page 10

Construction & Building Work page 11

Cover 24/7 page 11

Staff Training page 12

Customer Care page 12

Quality Control; Safety First page 13

On Time, Every Time page 18

Client Testimonials page 19

Contact Details back page

Caretech UK Ltd

Philton House, 19 Sirdar Road

Brook Road Industrial Estate

Rayleigh, Essex. SS6 7XF

Tel: 01268 775585

Fax: 01268 741170

Email: [email protected]

Website: www.caretech.co.uk

© Copyright Caretech UK Ltd 2010

All Rights Reserved

Introduction CareTech is the leading totally independent maintenance and supply company in the UK

and now has the distinction of being awarded the Number One position in the NHS Supply

Chain Agreement for the Maintenance of Moving and Handling Equipment (Hoists, Beds

and Baths).

As a company we are totally dedicated to maintenance within Hospitals, Residential units,

Nursing Homes and the Community. We are approved on both the CBC and ESPO Contracts.

Our engineers are all home-based in the areas in which they work, and are supported from

our Head Office administration centre and well-equipped warehouse. They are trained and

work to the highest standards and receive regular training throughout their time with the

company.

The CareTech management team continually monitor and work with the MHRA,

manufacturers and other bodies for Device Alerts, Safety Information bulletins and general

updates.

The company has a full set of policies in force and under regular review covering: ISO 9001

accreditation, Health and Safety, COSHH, WEEE Regulation, Environment, Quality Assurance,

Data Protection, Security, Business Continuity, Disability Awareness, Equal Opportunities,

Diversity, Customer Care and Training.

Insurance cover is maintained in order to comply with the NHS terms and conditions of

supply and the local requirements of individual County and Local Authorities.

Our experience spans some 25 years during which time we have expanded from a small

local service company to today where we cover the whole of England.

Our size gives us the ability to be flexible and accommodate the requirements of individual

contracts and jobs, yet enables us to undertake contracts valued from a few hundred

pounds through to over £750,000.

CareTech is a Member of BHTA and as such fully abide by its principles and code of practice.

Mission Statement To set high standards in aftercare for the medical equipment & home adaptations industry,

at a price the customer can afford and one which allows Caretech UK Ltd. to make a

reasonable profit.

Objectives

To provide a professional, friendly and stress free service to the customer at all times

To offer a 24 hour emergency call out service to all customers

To provide contract customers with an 8 working hour response to all faults

To provide all non-contract customers with a 16 working hours response to all faults

To effect repairs to equipment requiring parts from the manufacturer with 72 hours

from initial visit

To provide all contract customers with an operational piece of equipment 365 days per

year

To keep the customer informed at all times as to the progress of their job

Suppliers

To provide them with a service that reflects their mission statement by:

Establishing their visions and incorporating them into our working practices

Working with the suppliers so that our procedures complement each other to provide a

seamless interface for the customer and the best possible service

Contracted Customers

To provide a seamless interface for the end user between the supplier of the

equipment and its on-going maintenance by CareTech

Provide technical backup and information for the Customer

To provide guidance to the Team as to what can and cannot be done with the Product

to meet the customer's requirements

To provide practical technical reports on product quality and durability. To advise on

defects and product analysis

About Us CareTech UK Ltd has built up a vast expertise in the Repair, Maintenance and Installation of a

wide variety of equipment, and has come to be recognised by Manufacturers, Suppliers and

Health Authorities for the standards to which we perform. Caretech is currently ranked

number one by the NHS Supply Chain for the service and maintenance of hoists beds, stair

lifts, baths and bath-lifters.

As an accredited service agent for most companies manufacturing the product ranges

shown, we can undertake Repair, Maintenance and Modification of all their product ranges.

We employ only fully trained Engineers who are able to carry out repairs and maintenance

to a wide range of equipment. Regular training is undertaken both in-house and with

original equipment manufacturers.

Electrical Portable Appliance Testing can be carried out in order to conform to local and IEE

regulations and batteries can be Discharge Tested to give accurate capacity information and

fault finding.

At CareTech UK Ltd we use a computerised record system able to give accurate historical

information including Product type, Serial numbers, Condition, Location, and Costs together

with the usual detailed Service records, Site Log reports and Certification details.

As an approved NHS contractor, we are well used to the requirements of Estates,

Maintenance & Supplies Departments and we are able to tailor our services to the

individual requirements of each site.

We specialise in maintenance contracts including full emergency cover or 'one off’ repair /

maintenance orders can be undertaken. Where appropriate all necessary Safety Tests can be

carried out and Certification provided.

With vast industry experience and excellent contacts with manufacturers, we have

accumulated a detailed library of manufacturer specifications and service information. In

addition, a wide knowledge of necessary spare parts has been gained and most are held on

stock for immediate use.

Products We are able to supply, install and maintain a vast range of equipment.

Sanitary: Baths, Showers, Washbasins, Bath Lifters and Accessories

Beds & Plinths: Electric & Manual, Mattresses, Mattress Elevators, Trolleys

Hoists: Mobile, Manual, Electric, Overhead, Pool

Riser Recliners

Stairlifts

Wheelchairs

Equipment for :-

Accessible & Disabled Toilets, and Assistive Changing Areas & Pools.

Residential, Nursing and Community Care

Classrooms, Wards and Therapy Areas.

Supply - Installation - Training - and Maintenance. Specialist Corporate Project Advice and

Management

If you are looking for a product that is not shown here please don't hesitate to contact us.

Service At CareTech we only have your best interests at heart. If you are not happy, we are not

happy.

In order to maintain a high standard of maintenance to increase the reliability of your

product we ensure our technicians are fully trained on your equipment and we choose our

parts suppliers carefully to ensure we do not provide you with a substandard service.

In your interest we are active members of the British Healthcare Trade Association and are

approved NHS Supply Chain Contractors.

Service Range

Listed below are some of the services that CareTech provides.

Repair, maintenance and commissioning of most Disability Aids including:

Manual and Electric Mobile Hoists

Poolside Hoists

Overhead Hoisting Systems

Manual and Powered Rise & Recline Chairs

Bath Lifts

Hospital and Community Beds

Showers

Shower Chairs

Shower Cubicles

Stairlifts

Platform Lifts

Portering Chairs

CareTech also offers a full installation service and have our own building division should

structural or specialist adaptation work be required. For more information see

our Installations page.

Maintenance

General Information

Six monthly checks, service, repair and emergency cover are available together with

individually tailored schedules where required.

Maintenance and repair visits take place Monday to Friday 8:30am to 5:00pm. unless special

arrangements have been made. Outside these hours, including public holidays, call outs are

covered by the CareTech Emergency Service which has duty engineers on call to offer

technical advice or where necessary to respond to a breakdown.

Asset and maintenance records are kept on all equipment attended enabling detailed

analysis for budget and purchasing requirements and full supporting documentation

including certificates where required are issued particularly to cover LOLER and Electrical

Test Requirements.

Contract Maintenance

The preferred method of servicing and

maintenance from both our perspective and that

of the customer is clearly the contracted

maintenance agreement.

We don’t employ ‘small-print’ tactics—we are clear on what we offer, that’s why we can

boast that we are NUMBER ONE on the NHS Supply Chain Agreement for Best Value &

Performance!

On Demand Maintenance

Whilst we usually deal with contracted maintenance projects we know

that the ‘one-size-fits-all’ approach doesn’t suit everyone. Therefore,

thanks to our size and flexibility, we also work with customers that

require an ‘on-demand’ service.

Move or Improve?

Most of us would choose to live and retire in our own home

rather than move to a nursing home or assisted living centre.

Your home can be adapted and modified to accommodate

your needs, physical capabilities and conditions. Your house

can become more accessible with a few minor home

modifications.

Accessible Homes

What makes a home handicap and wheelchair accessible? Put

simply, it's the ability to enter and move around without any of the

obstacles such as steps and narrow doors. The bathrooms,

bedrooms and kitchen are wheelchair accessible. Everyone's needs

are a little different, so you'll have to have a plan to suit your

individual requirements and physical limitations.

Home Modifications

The demand for accessible housing will increase in future years as the elderly become a

larger share of our population. Independent living and the ability to take care of ourselves

allows us to remain active and depend less on others. Making your home accessible with

simple home modifications, such as swing away hinges, can improve your lifestyle and the

ability to live at home.

you, or the person on whose behalf you are applying, are either the owner or

tenant (including licensees) of the property

you can certify that you, or the person on whose behalf you are applying, intend to

occupy the property as your/their only or main residence throughout the grant

period - currently five years

widening doors and installing ramps

providing or improving access to rooms and facilities - for example, by installing a

stair lift or providing a downstairs bathroom

adapting heating or lighting controls to make them easier to use

improving access to and movement around the home to enable you to care for

another person who lives in the property, such as a child

A landlord may apply on behalf of a disabled tenant.

What you can use it for

A grant can be used for adaptations to give you better freedom of movement into and

around your home and/or to provide essential facilities within it.

If you are disabled, acceptable types of work include:

Disabled Facilities Grants

Brief Introduction

A Disabled Facilities Grant is a local council grant to help towards the cost of adapting your

home to enable you to continue to live there. A grant is paid when the council considers

that changes are necessary to meet your needs, and that the work is reasonable and

practical.

Who can get a Disabled Facilities Grant

You can claim if you, or someone living in your property, is disabled and:

Providing Solutions to Problems

On our first visit, we typically spend our time with the customer and their caretaker (often

the spouse) to assess their needs. When we see the need or upon request we also bring in

other professionals such as Occupational and Physical Therapists to help compile

information needed for a quality assessment. From the information that we gather, we can

use our knowledge and experience to recommend suggestions.

Some of the factors that we consider are:

Mobility status (cane, walker, wheelchair, limited or full time assistance)

Can the customer get into the rooms of the house that he or she wishes to?

Is the customer able to get in and out of the house with minimal stress and strain?

Physical strength (is the customer stronger on the right side or the left side?)

Vision (can the customer see well? Should lighting be a strong issue in the remodel?)

Emergency exit from the home (if asleep and the smoke detector goes off, what is the

quickest route out of the house?)

Are lights, fans, plugs, phone jacks, cable jacks, computer workstations and

thermostat in workable locations?

Last, but not least, the financial status.

Detailed Planning

Once we have all the information that we need we set about drawing up detailed plans and

a firm quotation of the work to be undertaken.

Once agreed, we then move onto the next stage—execution.

Installation

From our approved plans our fully qualified, highly trained and well-equipped engineers will

make all necessary modifications and install equipment, flooring, tiling, ramps grabrails, etc,

with the minimum of disruption.

Level Access Showers

Level access showers are ideal for people who are

unable to get in or out of the bath.

They allow easy access for people walking in or in a

wheelchair.

Specialist Baths

The walk-in bath provides a totally relaxing

bathing experience.

The specially moulded tub shape relaxes the

user and adds an element of safety.

Having twice the depth of a conventional bath,

the Caleche allows you to have a deep soak in

a comfortable sitting position.

Wet Floor Rooms

Wet floor rooms allow a great range of

movement for wheelchair users and allow

the whole bathroom to be used as a wet

floor area.

Shower Chairs

For showering in comfort we supply and fit

shower seats with backs, arms and legs, these

are strong and rust proof.

Taps

Taps can be replaced with either large lever or

single lever controls. We also recommend

considering the use of anti-scald temperature

controls that prevent the water temperature

from exceeding an established limit.

Wash Basins

Sinks can be installed to allow wheel chair access. Vanity

cabinets can be removed from below the sink. This will

expose the plumbing pipes requiring covering with

insulation or boxed in to prevent contact with sharp

edges and burns by hot water pipes. Pedestal style sinks

can give you a little more room to manoeuvre, but can

be difficult to use from a wheelchair and are usually a

couple of inches higher than the standard vanity top.

Grab Rails

We install grab bars and safety rails to insure

you won't lose your balance and to provide a

safe, accessible surrounding. Safety bars

provide stability for everyone, including the

elderly and those with physical limitations.

A range of coloured handrails are available for

the partially sighted.

We can also install grab bars into existing

fibreglass shower and bath walls.

Non-Slip Flooring

We can offer non-slip flooring in a range of 18

different colours.

It offers a watertight, impervious system,

making it ideal for wet rooms including

bathrooms and barrier-free shower rooms.

The range has inherent hygiene qualities, due

to the incorporation of Altrosan, which

inhibits bacterial growth and minimises the

risk of infections and cross-contamination.

The Aerolet range by Clos-o-Mat is an extensive

range of products designed to facilitate independent

toilet use for a variety of needs.

This electronically controlled toilet lift gently raises

and lowers while the user remains fully seated,

supported and in control at all times, ensuring safe,

comfortable personal hygiene management.

The Clos O Mat automatic WC shower toilet provides

flushing, washing and warm air drying from one

simple operation.

It is user-friendly for people who have restricted use

of their hands.

By reducing hand contact, it also provides improved

hygiene for all users.

Specialist W.C. Systems

Toilet seat height varies from one individual to another, usually between 17" to 19". Toilets

can be replaced with special units or raised seats can be installed. Toilet grab bars can be

installed for balance and support and to allow individuals to safely transfer from a

wheelchair.

Doorways

In order to accommodate a standard width wheelchair,

doorways should be a minimum of 32" wide. If the

doorway is located in the typical hallway and requires

turning a wheelchair, you'll need a 36" door. It can be

difficult to open a swinging door without a clear floor

space (18-24") on the pull side of the door. An

alternative could be the installation of an automatic

door opener, but they are more expensive.

Swing Away Hinges

Additional door clearance can be economically obtained by using

the swing clear, expandable door, offset door hinges, increasing

the width by about 50mm, and is often enough to provide the

necessary minimum width for a wheelchair or walker to pass

through the doorway.

Accessible Kitchens

It can be difficult for people in wheelchairs to use

standard counters because of the cabinets below.

Under counter base cabinets can be removed to

provide access to the sink or work area. A pull out

or drop leaf shelf can be added for working space.

Sliding shelves can be installed in lower cabinets.

Electric receptacles, waste disposal and exhaust fan

switches can be moved to the front of the counter

or cabinet.

Ramps

Although there are times when a wooden

ramp is the only alternative, we

recommend aluminium wheelchair

ramps or concrete as the preferred

material. Concrete, when installed properly

will last many years, requiring no

maintenance and can be finished with a

rough texture. Wood requires constant

maintenance and lasts only a few years

when exposed to the outdoor elements

Stairlifts

Our range is an exceptionally well

designed and engineered heavy duty

product and includes top & bottom

controls, seat belts and seat to foot

linkage. Most configurations are

possible even with spiral, narrow and

outdoor staircases. Ideal products to

relocate and reinstall elsewhere.

Staff Training The best investment

CareTech continues to invest heavily in staff training in all activities -

for engineers in product installation, maintenance and

servicing of ALL products that may be encountered

along with the very latest equipment, not just a

single range that a manufacturer produces;

administrative staff in accounting and customer

relationship management; and all staff with our

operations system that enables a smooth and

seamless interaction with clients.

With our commitment to constant improvement

and attention to detail, you won’t be surprised to learn

that CareTech is an ISO 9001:2000 registered company and that our engineering staff are

also part of that accreditation.

Customer Care It’s not just about finding new business

Many companies in the business world focus all too much on finding new customers that

they tend to overlook their existing ones. That’s simply not the case at CareTech.

Customer care is paramount at CareTech

We aim to make every single contact that you have with CareTech

both productive and a pleasure. Whether it’s a warm, welcoming

and helpful telephone conversation regarding scheduling a

service, a new sales enquiry or an emergency call out, we don’t

lose site that we are here to assist you in the most efficient

manner possible.

Safety First When obsession is an advantage

At CareTech we’re dedicated to safety.

From the moment that we install your equipment or carry out our pre-contract standard

inspection, we really do put safety first.

Only after passing our rigorous testing process do we award each piece of equipment our

Certificate of Compliance which can be proudly displayed next to the apparatus, giving

peace of mind to all concerned. On the

subject of peace of mind, all engineers

carry Identity cards, are CRB checked

and wear our standard uniform.

CareTech engineers are covered by

£10,000,000 of Public and Product

Liability.

Quality Control No compromises

At CareTech we don’t compromise on quality or service. We only use the highest quality

approved parts, either from the original manufacturer or other recommended producer.

Work is regularly checked by senior managers to ensure that

our high standard of quality is maintained and we are

members of the BHTA.

Exactly as you’d expect from a company classed as a

number one on the NHS Supply Chain Agreement.

Capacity for Growth Large enough for scalability, small enough for flexibility

Our workforce is of a size which ensures continuity of cover

in the event of holidays or sickness, yet not having

the overhead of being over-staffed.

24-7

Cover 24/7 Cover: whenever, wherever

Coverage is provided between 09.00 and 17.00 Monday to Friday through our Customer

Services Department.

At all other times including weekends and bank holidays, our switchboard will direct callers

to the geographical area required, which in turn puts them in direct contact with the local

duty engineer.

CareTech engineers are on call 24/7 and offer a full call out cover to all contracted clients.

This includes 4-hour and same-day response for emergencies and same day standard call

outs.

You only need one telephone number:

01268 775585

Calls are charged at standard rates to our switchboard.

Transferred calls out of hours do not incur additional charges.

Working Together Interaction, information and tracking

Our customer web interface facility allows our

customers to access (via the internet) information

about their equipment, contracts and jobs, as well

as giving them the ability to log jobs and request

quotes.

Synergy & Harmony Using teamwork and technology to deliver client satisfaction

These days the term teamwork doesn’t seem to mean as much (to many people). But it

does to us.

For any given job, forward planning (from the engineers making sure they have the right

kit) and the engineering knowledge we possess to the excellent information supplied by the

office . the most efficient in the business & proving, yet again, that we truly are first class.

How do we achieve this?

Every CareTech engineer carries a PDA (Personal Digital

Assistant) with an interface which allows real time

allocation, updating & completion of field service jobs

linking the engineer to our office based system.

They are given full visibility of all jobs allocated to them,

equipment details, and equipment job history. The

engineer can then identify details of any additional work

required, as well as parts needed and has access to parts availability information.

Reducing Your Costs Our contracts department carefully monitors the costs of all aspects of work

undertaken and regularly review average prices for each piece of

equipment for every client.

Once we have been awarded a maintenance contract and ensured

that all apparatus is up to our high standard of operation (and

not just fit-for-purpose), we can demonstrate that costs

are consistently reduced year-on-year— resulting in real

and substantial savings.

But that’s not all...

CareTech is an independent company, without the overheads of manufacturing, sales,

marketing and research etc. Our overheads and costs are therefore far lower than our

competitors, allowing us to pass these savings on to our customers.

Another advantage of our independence and having no ties to manufacturers or distributors

is that we can purchase the most appropriate equipment for you from the most appropriate

manufacturers.

Furthermore, we achieve growth by referrals from our satisfied customers and so eliminate

the need for expensive advertising campaigns and our engineers do not have financial

targets to achieve, so there is no pressure to fit unnecessary parts.

All-in-all it’s no surprise that we are NHS Supply Chain Approved and rated as number one

in the UK for price and level of service.

Efficiency is the Key Setting standards with the industry

CareTech is justly proud of its results when it comes to the percentage of jobs completed

first time: consistently around 94-95%.

We have a winning and unrivalled combination of quality staff,

continuing training, a sound & extensive knowledge base and

a high level of investment in technology that enables us to

really deliver when it comes to customer satisfaction and price.

Stock and Spare Parts Ready and waiting

All our engineers carry an extensive range of spare parts in their vehicles, determined by

years of on-site experience, enabling them to service and make even unexpected repairs on

the spot.

Of course, with over 12,500 spare parts in our database and the best of contacts with all

equipment manufacturers and stockists, we are in an ideal position to provide the fast and

efficient service that you need and deserve.

Documentation Everything to hand

CareTech engineers carry all necessary technical manuals and

parts lists and have instant access to the most up-to-date

information on MDAs, etc. through our bespoke website

portal.

On Time, Every Time National Coverage, Local Service

CareTech’s growing network of fully qualified, highly

trained and well-equipped engineers are home-based and

so never far from you, whether for that all-important

emergency call-out or your regularly scheduled service.

Making full use of the technology that we employ, you will be kept fully informed of exactly

where your engineer is at all times.

Confidence Assured More than trust

We understand that the services that we provide are business critical to our clients and that

trust is paramount.

CareTech, with a multi-million pound annual turnover, numerous County Council contracts,

many Foundation Trusts, Hospital Trusts and PCT's—along with our status of NHS Supply

Chain Agreement for Best Value and Performance—certainly ticks all the boxes.

We have also been awarded under the NHS Supply Chain Framework Agreement for the

maintenance of Moving and Handling Equipment, together with ESPO and CBC, so no tender

is required.

However, we believe that we provide much more than all of that, with over a quarter of a

century of experience in this field, serious investment in our staff, technology and customer

relations.

Possibly the best endorsement though, is from our customers: they don’t just stay with us

year after year, giving us glowing testimonials and customer survey responses—we gain

most of our new business through references and referrals.

Client Testimonials We issue Customer Satisfaction surveys on an annual basis for customer feedback as part of

our commitment to the quality of our service to clients.

This feedback provides information on the quality of our work in the field and at our Head

Office with a view to looking for what further improvements can be made to our service.

In Your Words...

"Can never fault response and help of engineer"

"Thanks always for your prompt attention"

"Excellent - your engineer provides a first class service"

"Helpful and professional"

"Very polite and kept us fully up to date with what needed doing"

"Very prompt service to rectify a serious fault"

"Very polite and understanding"

"Would be happy to have in my home anytime"

"Service has always been very prompt and the engineer always very helpful"

"Friendly, helpful, approachable"

"I have always found Caretech staff to be helpful, courteous & responsive to our needs"

Customer Satisfaction Survey

We recently undertook a customer satisfaction survey and received 75 responses. Answer

options: Poor; Below Average; Average; Above Average; Excellent.

"How would you rate the quality of service by the engineer who attended"

Responses: Excellent = 89.5% Above Average = 9.75%

"How would you rate the quality and courtesy of the engineer who attended"

Responses: Excellent = 92.5% Above Average = 7.5%

"How would you rate your overall experience of service and support within Caretech"

Responses: Excellent = 70% Above Average = 18% Average = 8%

CareTech UK Ltd

Philton House, 19 Sirdar Road

Brook Road Industrial Estate

Rayleigh, Essex. SS6 7XF

Tel: 01268 775585 Fax: 01268 741170

Email: [email protected]

Website: www.caretech.co.uk

© Copyright CareTech UK Ltd 2011

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