bss News Items

Maintaining lifelong relationships with your alumni

Tue, 11 Jun 2013 12:12:26 +0100

Universities and academic institutions invest a lot of time and money promoting their lifelong learning courses. They are valued opportunities for a lot of adults who want to continue their education and provide an additional revenue stream for the university. But so many academic institutions fail to properly maintain lifelong relationships with their alumni students, a key target market for further education courses.

Forget multichannel – omnichannel is now leading the retail revolution

Tue, 04 Jun 2013 11:02:36 +0100

We look at the shift towards the integration of different retail channels, such as in-store, m-commerce and website, so that the customer can enjoy a seamless experience.

Personalisation is more than getting the name right

Wed, 22 May 2013 14:48:05 +0100

Direct marketing isn't just about flyers and promotional material. Getting it right is more than sending letters to the right name at the right address. There is a whole process behind segmentation and fulfilment which, if used well, can make a big difference to your customer interaction.

Why integrating your digital, contact and mailing services is better value

Thu, 09 May 2013 13:37:06 +0100

Why would you combine our services?

Businesses tend to silo services like digital and contact separately in their minds and there they seem to stay. Different teams deal with different requirements and remain blinkered in their approach. Information is increasingly shared across multiple channels at once so what is the point in keeping services as distinctly separate entities?

The changing face of customer contact

Tue, 30 Apr 2013 10:10:26 +0100

Contact centres have been getting a bad press lately. From costly outsourcing to long waiting times for callers, it seems that with the advance of new digital media channels, the older and more physical ones are struggling to keep up.

Every so often the problems around overly complicated systems and achingly slow response times, reaches breaking point - the recent overwhelming numbers of complaints about HMRC a perfect case in point.

Is old-school the new-school?

Tue, 30 Apr 2013 10:06:52 +0100

A few years ago, you often couldn't open your front door for the amount of marketing material shoved through the letterbox . You would be in the regular habit of sweeping your 'welcome' mat free of leaflets, letters and flyers, placing them all in the recycling bin without so much as a second glance..

Then came the boom of digital, and suddenly the entrance hallway felt empty, the recycling bin half-used. The age of direct mailing was, seemingly, over

Evolving Customer Contact: The customer, the voice and the service

Tue, 30 Apr 2013 09:46:46 +0100

Do you remember the days when, if you needed to talk to a company, you dialled a number, only to be kept on hold for what felt like forever? That automated voice reminding you that there were only five lucky people ahead of you is becoming a thing of the past. Instead of offshore call centres hosted by outsourced companies with little to no knowledge about your query, you can now speak to a true guru for any question you might have.

84% of businesses report their contact solution is no better than the competition

Esther Rantzen’s Silver Line selects bss to combat loneliness among older people

Mon, 11 Feb 2013 14:51:24 Z

Esther Rantzen's The Silver Line, which aims to support and empower older people and combat loneliness, has selected bss as one of its helpline partners. bss, the UK's leading not-for-profit provider of multi-channel outsourced contact centres, will be responsible for the management of the helpline between 8am-8pm Monday to Friday.

Carers Direct: Caring for the carers

Thu, 10 Jan 2013 11:37:18 Z

bss worked with Carers Direct to develop an intensive training programme. It included a ten day programme and was supplemented with an external training programme from Carers UK, the charity for carers. bss advisers also had regular refresher sessions on complex subjects, often following a change in policy, or due to an increase in calls on specific subjects.

Retailers need to be mobile friendly to ensure a Happy Christmas

Mon, 26 Nov 2012 11:49:47 Z

New research from bss digital reveals that changes in consumer purchasing behaviour this Christmas will impact retailers who do not have mobile enabled websites. 9% (approximately 1 in 10 shoppers) who used a PC to do their Christmas shopping last year will use their smartphones in 2012.

British Heart Foundation turns to bss contact centre for TV & Radio awareness campaign support

Tue, 23 Oct 2012 15:16:07 +0100

British Heart Foundation (BHF) is a long standing bss client. When Coronation Street's favourite character, Audrey Roberts, suffered a heart attack, BHF took advantage of a promotional opportunity with ITV to raise awareness of heart health issues by including a feature in the episode centre break. This included a helpline number for concerned members of the public to obtain information.

Expertise in publishing

Tue, 23 Oct 2012 15:09:54 +0100

A number of organisations are turning to bss for cost effective publishing, collation and distribution capabilities. To offer them a comprehensive solution, bss invested in new equipment at its state of the art facility in Glasgow.

bss wins North West Contact Centre Awards

Mon, 22 Oct 2012 14:40:07 +0100

The bss contact centrein Manchesterfor Action Fraud won the Best Contact Centre Solution at the North West Contact Centre Awards held on Friday 12 October at the Palace Hotel in Manchester.

Success of 2011 Census provides platform for bss and ONS at upcoming Call Centre Focus Conference

Mon, 17 Sep 2012 12:16:46 +0100

bss, the 2011 Census contact centre provider and Office for National Statistics (ONS) will host a seminar at the 2012 Call Centre Focus Conference on how to successfully manage a contact centre when undertaking such a significant project. The presentation entitled: 1m phone calls in 10 weeks will take place on 3 October at the Customer Engagement Theatre, National Hall Olympia London.

Innovation in Outsourcing: bss digital and 3SC shortlisted for National Outsourcing Association Award

Mon, 10 Sep 2012 10:46:01 +0100

bss digital and 3SC are delighted to announce that the Access to Work Wales Portal has been shortlisted in the Innovation in Outsourcing category at this year's National Outsourcing Association Awards (NOAA), the only awards dedicated to the UK outsourcing sector.

bss supports National Careers Service Launch with Customer Contact Expertise

Tue, 24 Jul 2012 13:16:35 +0100

bss, the UK's leading provider of outsourced multi-channel customer contact services and one of only two telephone service suppliers for the National Careers Service, today announced how it has supported the Skills Funding Agency during the launch of the National Careers Service.

Supporting victims and fighting fraud

Fri, 20 Jul 2012 12:02:31 +0100

Action Fraud is the only service of its kind in the world. Set up in 2009 and run by the National Fraud Authority (NFA), Action Fraud, the national fraud and internet crime reporting and advice centre, provides expert guidance to victims, self-protection information and a central hub to report crime

Mind Sets the Standard with Expertise from bss

Mon, 09 Jul 2012 14:54:54 +0100

bss, the UK's leading multi-channel customer contact solutions provider today announced that Mind infoline, the mental health charity helpline which bss manages and operates, has achieved the Standard for Helplines© accreditation.

Effectively Outsourcing the Delivery of Information, Advice and Guidance

Mon, 09 Jul 2012 14:43:06 +0100

Being true to your customer

To deliver excellent customer service, it is important to ensure that your clients benefit from a robust communications strategy. That is where the effective delivery of accurate and up to date information, advice and guidance (IAG) plays a critical role. Usually most people associate IAG as a priority during moments of crises, such as a product recall.

bss Calls for Action to Stop Unscrupulous Cold Callers

Tue, 03 Jul 2012 11:58:33 +0100

Last night's Panorama (BBC 1, 20.30hrs, 2 July) highlighted how some telemarketers regularly broke the law when targeting members of the public. Dani Muir, the Sales and Marketing Director of bss - the UK's only not for profit provider of contact centres and the winner of 2011 Contact Centre of the Year accolade - says: "Unscrupulous cold callers give our industry a 'bad name'.

bss digital presents NMA award to Cancer Research

Tue, 03 Jul 2012 11:33:03 +0100

bss digital, which sponsored the 2012 NMA Awards, last evening presented the accolade to Cancer Research UK for the best charity and voluntary organisation using interactive technologies. The award was presented by Neil Richardson, bss digital's Information Systems Director.

Halifax Selects bss Customer Contact Expertise for Savers Prize Draw

Thu, 21 Jun 2012 09:55:27 +0100

bss, the UK's leading provider of customer interaction services, announced that it is managing the multichannel registration service for the Halifax Savers Prize Draw. The bank's unique scheme which runs until December 2012 requires Halifax customers to register for a series of monthly draws, which offers a range of cash prizes up to £100,000 each month

The Cookie crumbles in 30 Days - will you face a £500k fine?

Tue, 24 Apr 2012 10:39:29 +0100

In approximately a month (25 May 2012), European legislation on web privacy will impact over three million British businesses. The "Cookie law" or the the Directive on Privacy and Electronic Communications, will require all websites that use Cookies to seek consent from visitors to the site.

Deciding on a mobile strategy

Thu, 19 Apr 2012 14:09:51 +0100

As smartphones have grown in popularity, a boom has occurred in mobile apps and they have become the latest must-have feature for organisations wanting to catch the attention of their customers and secure valuable revenue streams.

With this in mind Dani Muir, Sales and Marketing Manager, bss digital, asks how do you decide your mobile strategy for the internet: App or mobile web?

bss Launches bss digital to Strengthen Technical Capabilities

Mon, 02 Apr 2012 00:00:00 +0100

bss is delighted to announce the launch of bss digital, the new division which offers unparalleled expertise in web design and development, mobile and apps, e-commerce and systems integration capabilities.

New Trustees Strengthen Customer Interaction Capabilities at bss

Wed, 14 Mar 2012 14:21:41 Z

bss, the UK's only not-for-profit provider of customer interaction services whose capabilities include contact centres, web and mobile, announced the appointment of five new trustees to its board. They are Caroline Griffiths, Maureen Johnston, Ken McKie, Anthony Ward and Peter Wells. The new appointees, who are experts from diverse backgrounds, will provide bss with additional technical and commercial expertise and ensure that the organisation's charitable objectives are met.

MND Scotland benefits from bss bulk mailing expertise

Fri, 24 Feb 2012 10:21:43 Z

Motor Neurone Disease (MND) is a progressive neurological illness. It can cause paralysis, loss of speech, eating and drinking complications, and is always fatal. MND Scotland is the only Scottish charity that provides care, information and funding for research. Its inspiring vision is: "to make Scotland a place where people are aware of MND, where those living with MND can expect consistently high standards of care and where we can work towards finding a cure". bss manages MND Scotland's bulk mailing requirements which include annual report, quarterly newsletters and Christmas season catalogues.

bss appoints new IS Director

Fri, 10 Feb 2012 11:54:11 Z

bss, the UK's leading provider of customer interaction services, announced today that it has appointed Neil Richardson as Information Systems (IS) Director. Neil, previously Chief Information Officer of an Agency of HM Cabinet Office has over 20 years' experience and has worked with Unilever, Innospec and Ernst & Young.

bss expertise powers the National Eczema Society helpline

Thu, 02 Feb 2012 12:15:53 Z

Eczema is one of the most misunderstood conditions and bss was keen to utilise its expertise and technology to ensure that the helpline it provided was effective. The organisation identified and addressed various challenges.

When Planning Counts: Managing the 2011 Census Helpline

Thu, 02 Feb 2012 11:31:26 Z

bss managed and implemented the helpline for the 2011 Census. During its 10 week operation the helpline successfully handled nearly one million phone calls from the public. Dani Muir, sales and marketing director at bss explains how the not for profit organisation worked closely with the Office for National Statistics (ONS) and Northern Ireland Statistics and Research Agency (NISRA) to manage the helpline and how the organisation successfully recruited and trained over 900 people for this ambitious project.

Jon Ashworth, MP for Leicester South visits bss

Thu, 02 Feb 2012 11:06:33 Z

Jon Ashworth MP visited the bss contact centre in Leicester on Friday 13 January. bss is an award-winning not for profit outsourcing customer interaction service provider that operates various telephones help lines for charitable and public bodies.

Speaking ahead of the visit Jon said:

"bss plays a vital role in running the Next Step Careers Service telephone helpline which assists adults into training and work. At a time when jobs are hard to come by the assistance offered by the telephone advisors is vital.

Who will you call in 2022?

Thu, 26 Jan 2012 10:16:59 Z

In ten years, how will organisations interact with their customers? bss is the UK's leading outsourced customer interaction service provider with capabilities ranging from contact centres through to mail, web and mobile apps. It recently managed the helpline for the 2011 Census which successfully handled one million calls in 10 weeks. Dani Muir, the Sales & Marketing Director at bss explores how a member of the public will contact an organisation in 2022?

bss Appoints Jo Croft as Finance Director

Tue, 24 Jan 2012 12:41:59 Z

bss, theUK's leading providers of customer interaction services, announced today that it appointed Jo Croft as Finance Director. Jo, a chartered accountant, brings with her over 18 years of commercial and finance experience

The 2011 Census

Thu, 19 Jan 2012 14:33:27 Z

M-Corp delivers mobile expertise for Lex Autolease

Mon, 09 Jan 2012 00:00:00 Z

Lex Autolease is the UK's leading vehicle fleet management and funding specialist for both large and small fleets. Organisations up and down the country rely on its expertise for their vehicle leasing. The company was formed in 2009 following the merger of Lloyds TSB Autolease and Lex Vehicle Leasing. Being part of the Lloyds Banking Group gives Lex Autolease access to unrivalled resources and talent. To ensure that its customers' drivers can still manage their vehicles easily when out the office Lex Autolease turned to M-Corp, a bss company, to launch a smartphone app for Apple devices and a dedicated website for mobile handsets.

Proving expertise in mailing to support fundraising

Wed, 14 Dec 2011 00:00:00 Z

bss worked closely with MND Scotland to evaluate all the different collateral and provided a list of the most effective options to keep mailing costs to a minimum. bss provided an automated mail sort service which included intelligent matching of documents through camera technology, as well as polywrap to enclose the quarterly 16 page A4 newsletters and its annual reports. Some packages also contain donation forms and event promotion material for people to complete and return

Why businesses fail to reach the mobile consumer

Thu, 17 Nov 2011 15:12:20 Z

Steve Jobs revolutionised the way in which consumers use technology to communicate - a legacy which will carry on for many decades to come. Up until a few years ago the internet was almost exclusive to desktop and laptop computers, but the introduction of smartphones and tablet computers have made mobile access to the World Wide Web a reality.

Scotland’s New Care Inspectorate Selects bss For Online Capabilities and Response Handling

Wed, 16 Nov 2011 16:48:12 Z

British Heart Foundation Extends Contract With bss

Wed, 16 Nov 2011 16:44:06 Z

bss, the UK's only not for profit provider of outsourced multi-channel public and customer contact services, announced that the British Heart Foundation (BHF) has extended its contract for fulfilment and mailing services. This follows bss' successful management and distribution of collateral to over 27,000 people who registered for the 2011 London to Brighton Bike Ride.

Why Charities Fail to Reach the Mobile Consumer By Dani Muir, Sales and Marketing Director, bss

Wed, 16 Nov 2011 16:30:54 Z

The late Steve Jobs will be remembered by many as someone who transformed the communications landscape. He revolutionised the way in which consumers use technology to communicate - a legacy which will be carry on for many decades to come. Up until a few years ago the Internet was almost exclusive to desktop and laptop computers, but the introduction of smartphones and tablet computers have made mobile access to the World Wide Web a reality.

bss wins Contact Centre Provider of the Year for Outsourcing Excellence

Fri, 11 Nov 2011 13:20:29 Z

bss,the UK's leading provider of customer interaction services which include contact centres, fulfilment, web and mobile capabilities last night won the Outsourcing Contact Centre Provider of the Year at the National Outsourcing Association Awards (NOAAs).

Scotland’s New Care Inspectorate Selects bss For Online Capabilities and Response Handling

Wed, 19 Oct 2011 10:54:48 +0100

The Care Inspectorate has selected bss, one of the UK's leading providers of outsourced multi-channel public and customer contact services for response handling, online ordering and the distribution of its publications. The Care Inspectorate is Scotland's new, unified, independent scrutiny and improvement body for care, social work and child protection services. bss won the contract following a rigorous tendering process and a comprehensive site visit to the state of the art mail handling and fulfilment facility in Cambuslang, Glasgow.

Peter Calderbank writes in Sourcing Focus on how the public sector can do more with less

Thu, 13 Oct 2011 12:05:43 +0100

A recent survey found that nearly 40% supported the idea of the private and third sector delivering public services whilst the rest were either not sure or opposed the idea. Love it or loath it, the Big Society is firmly on the agenda for the public, third and private sector. The Big Society in its broadest sense is the devolution of power which will allow local communities, voluntary organisations, private companies and local governments to run services

bss Shortlisted for Two NOA Awards for Outsourcing Excellence

Thu, 22 Sep 2011 13:47:03 +0100

bss,one of the UK's leading providers of outsourced multi-channel public and customer contact services has been shortlisted for two National Outsourcing Association Awards (NOAAs). The categories are: Public Sector Outsourcing Project of the Year, for the operation and management of the 2011 Census helpline and Outsourcing Contact Centre Provider of the Year, an award bss won both in 2010 and 2008

bss supports Children’s 1st to secure substantial savings

Mon, 22 Aug 2011 00:00:00 +0100

CHILDREN 1^ST , formally known as the Royal Scottish Society for Prevention of Cruelty to Children (RSSPCC) has over 125 years' experience of working to build a brighter future for Scotland's vulnerable children and families. In 1998, the charity partnered with bss to benefit from its expert bulk mailing capabilities in order to help secure more donations via its mailshots. To date, bss helped CHILDREN 1^ST secure nearly £17,000 in efficiency savings

bss is proud to be amongst 1% of businesses in the UK to achieve ISO27001

Mon, 22 Aug 2011 00:00:00 +0100

bss was part of the consortium led by Lockheed Martin UK (LMUK) that supported the Office for National Statistics (ONS) and Northern Ireland Statistics and Research Agency with the operational systems needed for the 2011 Census. . To ensure that the robust Information Systems were also fully secure, bss worked with its LMUK partner Logica to achieve ISO 270001 accreditation which is only held by around 1% of businesses in the UK.

bss strengthens communications portfolio with digital agency acquisition

Tue, 16 Aug 2011 10:23:45 +0100

bss, one of the UK's leading provider of outsourced multi-channel public and customer contact services today announced the acquisition of leading creative digital agency M-Corp. The acquisition further strengthens bss's portfolio of technology solutions and cements its position as one of the UK's leading outsourced customer contact providers with capabilities ranging from contact centres to web design and web self-help, to mailroom fulfilment and mobile optimised websites and apps.

Partnerships, not consortia will deliver better services

Fri, 29 Jul 2011 14:36:01 +0100

As more and more organisations have fewer resources than others, Dani Muir of bss explains why strategic collaboration is the way forward to deliver better services

The 2011 Census - Securing the census for ONS and NISRA

Thu, 28 Jul 2011 13:42:55 +0100

Every ten years, the Office for National Statistics (ON S) and Northern Ireland Statistics and Research Agency (NI SRA ) carry out a census of England, Wales and Northern Ireland

Action Fraud from bss and National Fraud Authority Shortlisted for CCA Excellence Awards 2011

Thu, 21 Jul 2011 12:22:27 +0100

bss, UK's only not for profit provider of contact centres and the National Fraud Authority (NFA), the Executive Agency of the Home Office coordinating the fight against fraud, have been shortlisted in this year's CCA Excellence Awards 2011 for Action Fraud

bss Team Leader Completes British Heart Foundation Charity Bike Ride

Mon, 11 Jul 2011 00:00:00 +0100

Adam Fabi, a Team Leader at bss's Contact Centre,successfully completed the 54 mile London to BrightonBike Ride in 5hrs 10min for British Heart Foundation(BHF) held in June. bss is the UK's only not for profit provider of contact centre, mailing and response handling and digital business solutions, and the BHF is in fact a client

Adam Fabi who is based at theEdinburgh Contact Centre raised £400 for the charity ride. He has worked with bss for three years.

Adam Fabi, Team Leader at bss comments: "This was my first London to Brighton Bike Ride and it was a challenge I cherished - particularly as I am a novice cyclist!The BHF is an outstanding charity and I was delighted to help raise funds for such a worthy cause. The fact that they are one of our clients makes it all the more rewarding! I would like to thank all my colleagues here at bss who contributed generously. I am now aiming to take part in the Glasgow to Edinburgh cycle ride in a few months'time."

Delivering Public Services Effectively in the BIG Society

Wed, 06 Jul 2011 00:00:00 +0100

Dani Muir of bss explains why tripartite collaboration involving charities is the way forward to providing public services within the Big Society framework. To read more download the following PDF: /media/29286/coverageincharitiesmanagementmagazine.pdf

How the public sector can do more with less in the Big Society

Mon, 20 Jun 2011 10:34:08 +0100

When David Cameron launched a major defence of the Big Society, he declared the initiative as 'his mission'. Today, the Big Society is one of the most hotly-debated topics in the country. Some are passionate about it and believe the initiative could herald important changes in the public and voluntary sectors whilst others view it as a 'cover up' for budget cuts.

Partnership to success: 2011 Census

Tue, 17 May 2011 00:00:00 +0100

http://www.outsourcemagazine.co.uk/articles/item/3804-more-than-just-a-headcount

Sunday Telegraph highlights bss commitment to staff

Mon, 16 May 2011 00:00:00 +0100

http://www.lyonsdown.co.uk/publications/2011/Contactcentres.pdf

Margaret Curran MP Opens New bss Operation In Cambuslang

Thu, 14 Apr 2011 00:00:00 +0100

Margaret Curran, Member of Parliament for Glasgow East and Shadow Work and Pensions Minister, today officially opened the new bss facilities at Cambuslang.

“We need to look beyond the third sector for partners” – appeared in Third Sector on 15th March 2011 as “Letter of the Week”

Tue, 29 Mar 2011 00:00:00 +0100

"The comments from Jonathan Lewis on the need for charities to form consortia in order to deliver public services (Thirdsector.co.uk, 9 March) is an interesting concept, but is it the best approach? Surely what we need is collaboration between the third, public and private sectors."

“A consortium is not just for charities” - appeared in Third Sector on 15th March 2011

Wed, 16 Mar 2011 00:00:00 Z

"The comments from Jonathan Lewis, the chief executive of Social Investment Business, on the need for charities to form a consortium for charities to deliver public services is certainly an interesting concept, but is this the best approach?"

How do you make your Direct Marketing Service even more direct?

Tue, 15 Mar 2011 00:00:00 Z

Well, at bss we are constantly looking for new ways to improve our services for you. So, this month, bss opened a new site that merged three of our direct marketing services under one roof.

Want to save 20% on your next mailing?

Mon, 07 Mar 2011 00:00:00 Z

You can. If you are thinking about increasing the target reach of your next mailing, then now is a great time. Throughout March and April 2011, Royal Mail are offering a 20% discount on any extra mailing of Mailsort® 3 or Sustainable® Mail 3 Letter and Large Letter format items.

How targeted would you like your message to be?

Mon, 07 Mar 2011 00:00:00 Z

Not so long ago, we had few choices when it came to printing. Thankfully, print technology has come a long way and digital print has gained huge grounds in areas where litho print was traditionally the main method of printing.

Blending communication channels improves customer experience and saves cost

Mon, 07 Mar 2011 00:00:00 Z

In today's economic climate, budget constraints can be harsh, but they also offer opportunities; in particular when the lack of capital investment drives the need for changes in working practices.

Help yourself…..

Mon, 07 Mar 2011 00:00:00 Z

Not every customer contact requires a conversation with someone on the phone. Some customers prefer to find information for themselves. Web self-service provides bss clients the ability to offer their customers a range of online services that can be accessed 24 hours a day.

Awarding Real Partnerships. Industry recognition for bss

Mon, 28 Feb 2011 00:00:00 Z

bss was a finalist in 3 industry awards last quarter. Each award nomination demonstrates how bss works in partnership with clients to develop unique citizen-focused services via multi-channels.

Playing with a house of cards? You are in safe hands with bss

Sun, 27 Feb 2011 00:00:00 Z

We've all read stories of mailing houses and contact centres failing in the aftermath of the recession. So it is good to know that bss has recently been given "D&B Rating 1" status, the highest rating a business can receive for financial stability.

Are shared services the answer to cutting costs and improving services?

Wed, 16 Feb 2011 00:00:00 Z

Yes, they can deliver improved efficiency and substantial savings for most organisations. There are 2 main types of shared services.

Making your Direct Marketing Service even more direct

Thu, 03 Feb 2011 00:00:00 Z

At bss we are constantly looking for new ways to improve our services for you. So, this month, bss opened a new site that merged three of our direct marketing services under one roof.

The benefits of choosing bss: what our clients say

Thu, 20 Jan 2011 00:00:00 Z

Value for money is a key outcome of working with bss. As our clients are faced with the challenge of reducing budgets, this has never been the case, more than now.

bss - award finalists again!

Fri, 17 Sep 2010 00:00:00 +0100

We are thrilled that bss are one of the finalists for the NOA Outsourcing Contact Centre Provider of the Year. Winners will be announced next month.

bss shortlisted for 2 prestigious awards

Tue, 10 Aug 2010 00:00:00 +0100

We are delighted to announce that bss are finalists for the CCA Excellence Awards - Best Outsourcing Partnership (Department of Health) and European Call Centre Awards - Outsourcing Partnership of the Year (Department of Health / NHS Choices: Carers Direct)