23.1.3 Personal visits

Delegates and other MRCC staff should follow the following general guidelines when organising and preparing for a personal visit with a claimant in his/her home:

• follow the basic steps outlined for phoning a claimant
• be friendly, helpful and professional
• arrange the appointment
• confirm the appointment prior to the visit either by letter or by a phone call
• gather any necessary resources e.g. business cards and pamphlets, and
• avoid arranging meetings on weekends, early mornings or evenings without a specific request by the claimant for a meeting at such a time.