InHealth

2.0

31 Aug 2024

Recommend

CEO approval

Business outlook

Pros

Car Park is free and secure allowing only authorised vehicles into the car park, well monitored and has ANPR cameras on entry. Office located in a building which has a decent canteen with hot food and a menu that changes weekly, affordable and good value. Free Tea & Coffee (also hot chocolate). For the most part you are working on your own without much interruption from management.

Cons

Micromanaging which will eventually drain most people, you are expected to not take more than four minutes personal time across a 8 hour day…10 minute break times mean you have barely any time to actually have a break from work. Whilst you are expected to be 90% on adherence management staff will walk about the kitchen area for coffees as and when they like while you will use your personal time to go for a loo break which means you have no additional time for the rest of the day. You will spend minimum of 3-6 months depending on your whether they like you or not to pass probation which should normally take around three months to pass. As a an advisor you are unable to work from home and if they do eventually allow this again this will be based on a number of factors meaning most people in this role will never work from home. You will be expected on 1/5 weeks to travel into the office for six days of the week whilst all being on a minimum wage salary. Internal progression is extremely limited from what I’ve seen so far. It’s not something that’s even discussed. Not a place where you will develop your career. Not a diverse management workforce which is concerning unrepresented. Desks & Chairs are quite literally almost older than some people that are working there. We watched a YouTube video from over 10 years ago which showed the same chair and desks that we still currently sit on. Management across the board in this place lack people skills. If you plan to call in sick you will deal with management who will question everything about why you’re not coming in from the type of illness to the situation no matter how personal it is. They will make you feel bad for being sick and when you do call in you will most likely interact with someone who will speak unprofessionally and ask “if you care about your role and the importance of it to you” they will push people into a corner, you will get pressured on the phone and still deal with the absence/sickness when you are back in. Management and team leaders encourage people who are not well to come into work and applaud and champion this type of attitude of putting InHealth ahead of your own personal health which is bizarrely ironic for a company which employs patient care advisors. Management will applaud staff who achieve the highest risk scores metric; everyone else will be ignored.

InHealth Response

Thank you for taking the time to leave a review. I’m sorry to learn of your experience, as this is not in line with our expectations here. We aim to deliver a positive staff experience at all times and value all feedback. The Patient Referral Centre (PRC,) based in Rochdale, is a crucial function within InHealth Group. Although the PRC is a contact centre environment, the crucial difference to most contact centres is that employee’s support patients and their health every day. Although patient care can come with complexities, our aim as a management team is to provide our staff with the training and support they require to do this successfully. All staff receive full training and will follow a 6 month training and development programme and advisor objectives are around call quality and patient experience. Rather than start new advisors on all of our services and support available to patients, various skills are added in stages throughout this period, in line with our planned learning curve. The Management team also receive full training, ongoing coaching and support and are expected to adhere to our values of Trust, Passion, Care and Fresh Thinking. Linked with these company values are progression and development opportunities which is a huge priority. Roles are always advertised internally and a clear and consistent recruitment process is in place. Staff can progress to other roles, teams or departments and I am proud to be able to advise that several members of the current PRC leadership team have progressed from entry level roles. Although the PRC is a contact centre; there are no objectives for call handlers in relation to call volumes, booking volumes or call length. Although advisors do have to adhere to their schedules in order to meet patient demand, these do include a 30 minute lunch and two ten minute breaks (as well as personal time.) Advisor objectives surround call quality and patient experience and managers will regularly coach and check-in with advisors, this is in order to continuously improve the services that we deliver and to ensure that staff feel fully supported in the role that they do. If you’re happy to, I would welcome the opportunity to talk through your concerns or any more specific information that you would be happy to provide; either with myself or our People Services Team. Thanks again for taking the time to leave this feedback and I look forward to hearing from you. Kind regards, Mike Sopel Head of Patient Services

Out of date management and policies which haven’t kept up with the newer generation of the workforce - Patient Care Advisor InHealth Employee Review

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