Service Delivery – Best Practice Guidelines

Providing excellent service is at the core of Suncare’s mission. As an Associated Provider, you are expected to deliver services that are safe, respectful, and tailored to each customer’s needs.

Before the Service:

• Confirm appointments: Contact the customer to schedule and confirm each appointment. A quick call or message helps build trust and ensures they are ready to receive the service.
• Review the purchase order: Check the details provided, including the customer’s name, contact information, service type, duration, and any special requirements.

During the Service:

• Be punctual and professional: Arriving on time and presenting yourself professionally helps customers feel safe and respected.
• Introduce yourself: Clearly explain who you are and the service you are there to provide.
• Communicate openly: If the customer has questions or seems unsure, reassure them and offer to follow up with their Care Partner or Coordinator.

If Changes Occur:

• Notify Suncare promptly: If you need to cancel, are running late, or cannot attend, let Suncare know as soon as possible. If a customer wants to cancel or change a service, notify Suncare in writing and wait for written approval before making changes.

After the Service:

• Log service delivery: Use the Associated Provider Portal to confirm that the service has been delivered as agreed.
• Provide evidence: Keep records such as digital check-in/out logs, signed confirmation forms, clinical notes, or photos of completed work (where appropriate).

By following these guidelines, you help ensure that every customer receives consistent, high-quality care and that services are delivered smoothly and transparently.