We recognise the special nature of the relationship that needs to be built between a client and their companion. Having the correct information is key to ensuring the success of that relationship and the attention to detail that our clients expect. We want our clients to have confidence and trust in the service we are providing.

That is why we visit all new clients and undertake an assessment with them and where possible a family member, prior to agreeing the type and level of service that will be required. Our initial assessment is designed to provide us with a detailed understanding of the client’s background and present circumstances so that we can determine how to structure our visits to best meet their needs and wishes.

Following this assessment we agree with the client the service that is to be provided and the days and times of their choice.  We then identify the staff member who has the necessary skills to work with the client and with whom they would establish the best of relationships.

Good communication is central to what we do, be it communication with our clients and their families, with others working with our clients, or within our own team here at MacKenzie's. We recognise that a client’s circumstances can change quickly and unpredictably and that to be able to respond everyone involved with a client needs to know who to contact and when.

As part of our service plan for each new client we identify the staff member who will be their main point of contact and the senior member of staff who will be reviewing their arrangements. We also agree the method by which we can best communicate with other individuals supporting the client and what information is to be shared.