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 Taunton community service is 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?	59%	27%	–	14%
How would you rate the quality and suitability of care & support you have received throughout the pandemic?	68%	15%	–	17%
Do you feel Way Ahead Care have been able to meet your needs throughout this pandemic?	68%	6%	–	26%
Did the staff that visited you wear all the Personal Protective Equipment (PPE) (gloves, aprons, face masks and eye protection) effectively and consistently?	68%	6%	–	26%
Did you notice that they frequently changed their PPE throughout your care visit?	59%	15%	–	26%
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?	27%	12%	–	61%
Did you notice any decline in service delivery and timings of calls	35%	15%	–	50%
How do you think we performed with regards to keeping you updated about current COVID-19 challenges?	41%	15%	–	44%
Did the carers that visited you make you feel safe and secure in your own home?	71%	6%	–	23%

These figures are based on a return rate of 35%

To support their score some service said the following:

• “Throughout the pandemic nothing has really changed for me apart from the extra PPE, it was almost a bit of normality and company for me”
  
• “The carers are very good. Always on time. They will help in any way that I ask. I always tell them they are doing good work”
  
• “No specific information was provided to me about COVID-19. I am now fully aware of the situation from the media”
  
• “I feel masks should have been work right from the start of lockdown. Carers going house to house made me feel uneasy. This should have been provided straight away!”