It is important that, from time to time, we ask for feedback on our performance as a care provider.

As the UK and the rest of the Europe slowly starts to come out for the pandemic lockdown we felt that this is an opportune time to ask our service users for feedback on how Way Ahead Care did during this challenging time.

We sent out a questionnaire for individuals to complete and return. Using a very simple scoring method, service users where able score each questions using either the Happy, Indifferent, or Sad face, and were given the opportunity to comment in support of their score.

The results for our Bath community service are as follows:

Questions				Incomplete form
How would you rate the quality and suitability of information about COVID-10 provided to you by Way Ahead Care?	88%	12%	–	–
How would you rate the quality and suitability of care & support you have received throughout the pandemic?	94%	6%	–	–
Do you feel Way Ahead Care have been able to meet your needs throughout this pandemic?	71%	0%	–	29%
Did the staff that visited you wear all the Personal Protective Equipment (PPE) (gloves, aprons, face masks and eye protection) effectively and consistently?	71%	12%	–	18%
Did you notice that they frequently changed their PPE throughout your care visit?	71%	0%	6%	24%
Did you need any additional support throughout this period due to family members not being able to help? If so, were we able to help you with these issues?	53%	0%	–	47%
Did you notice any decline in service delivery and timings of calls	53%	24%	–	24%
How do you think we performed with regards to keeping you updated about current COVID-19 challenges?	53%	18%	–	29%
Did the carers that visited you make you feel safe and secure in your own home?	88%	0%	–	12%

These figures are based on a return rate of 14%

To support their score some service said the following:

• “I understand everything is hard but ALL the staff from Way Ahead have been great. Thank you”
  
• “All carers have been very professional and helpful. They have all visited me fully protected with PPE Accessories”
  
• “I really only had time for a quick chat with my carer, I got more information from the tv or the newspaper”
  
• “I have over the last few weeks been a little concerned over the timing of my visits. Some are 45 minutes late according to my rota”