The Orchards Retirement Living Community wins Australian Achiever Award

BaptistCare is delighted to announce that The Orchards Retirement Living Community has won an Australian Achiever Award, taking out the title of Victorian State Winner for Excellence in Customer Service in Care, Disability and Retirement Services.

The Australian Achiever Awards have recognised and rewarded excellence in customer service across Australian businesses for more than two decades. The Awards are scored on feedback from clients relating to a range of customer service values, including:

• Timely response – across all phone calls, appointments and service delivery
• Attending to client needs – ensuring our customers are consistently getting what they want
• Care and attention – our commitment to dealing with our customers with the highest levels of care
• Value for money – consistently delivering a high standard of service relative to cost
• Attitude – our politeness, friendliness and positive approach to handling problems
• Communication – always showing clarity and courtesy
• Referral – our ability to attract ‘word of mouth’ recommendations
• Overall perceptions – across consistency of customer service, the standard of our work and our presentation.

In assessing nominations for the award, BaptistCare scored a tremendous 94.03 percent for customer service at The Orchards Retirement Living. Particular strengths were noted in our approach to communication, keeping our residents happy, professionalism, looking after our residents and following up on issues.

BaptistCare staff specifically acknowledged for their remarkable levels of customer service include Hannah Horsley, Aggie Massarotti and Marcus Kirkright.

“We are very well looked after by both Aggie and Hannah,” said one resident. “We can go to them with any questions and they follow up on them promptly. The maintenance man Marcus is wonderful. He does all the cleaning and gardening and is prompt to follow up on any maintenance issues.”

Well done team! We are so proud of all the wonderful staff at The Orchards who have contributed to winning this award. Thank you for your continued hard work and dedication.

To our lovely residents at The Orchards Retirement Living – we are delighted to provide you with a vibrant community where you can continue living independently, while enjoying access to facilities and services designed with your needs in mind.

Thank you for choosing The Orchards Retirement Living as your retirement living community.