Client Care Policy

We are committed to meeting our clients’ needs in an efficient, effective, respectful and sensitive manner. We have a range of supporting policies/documents that help our staff understand how to deliver client care to a consistently high standard.

Our client care processes include:​

• Providing a professional yet friendly service at all times.

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• Ensuring sensitive/confidential information is dealt with in accordance with our Data Protection Policy.

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• Staff training and regular updates regarding aspects of work such as telephone etiquette and understanding our business, to ensure that telephone calls are dealt with in an efficient, respectful and confidential manner.

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• Supporting, developing and valuing our staff so that they can deliver the highest possible standard of client care each time they deal with a query or workflow process.

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• Offering a diverse assessment and rehabilitation service, which aims to meet the needs of most clients referred into us. Where necessary, we are able to source translation services, and ensure that an individual client’s cultural and/or religious beliefs are taken into consideration.

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• Ensuring that where a client’s assessment rehabilitation needs are not able to be met by the business, we will communicate this effectively and efficiently. Where possible, we will advise of an alternative provider who we believe may be able to offer a professional solution.

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• We welcome both client and staff feedback on our services and work processes and encourage suggestions for development and improvement through client satisfaction questionnaires and staff appraisal.

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• Undertaking regular client satisfaction surveys ensures the views of our clients are taken into consideration when maintaining or further developing our service.

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• Use of bespoke IT software to ensure efficient workflow processes.

Peak Occupational Health 2025/2026