The Touchstone Team telephoned 530 people who were assessed over the period 1 April – 31 August 2010 to find out how they rated their experience. Touchstone surveys are intended to find out what we get right but also how we can improve.
What people said:
- 93% fully trust us
- 96% have confidence in us
- 91% felt fully reassured
- 97% felt that they were treated with dignity and respect
- 93% felt that their individual needs were met
- 93% felt that there expectations were met
People were particularly pleased with assessors; they told us that we are extremely polite, friendly and informative. Many people had not been aware of the options available to them but were very pleased and relieved when we explained what was possible. Two people commented that there was too much information to take in but that all was explained to them in such a way that they could discuss face to face all of the options and make the right decisions for them. Some people spoke of how the experience and the help that they received was ‘life changing’ making them feel more independent and safer.
The one common area that was raised where we can improve is the waiting times for grab rails to be fitted where people do not know how long it will take for the work to be complete. The biggest praise for our staff came where we kept people informed on progress, we telephoned them to see how they were.
It should be noted that this survey will continue to be undertaken on a monthly basis and reported quarterly as part of our customer insight. This also provides valuable information on outcomes for the people with support.
For more information contact Lilian Crawford, Workstream Manager, Putting People First, Lincolnshire County Council, Lilian.crawford@lincolnshire.gov.uk
