HIGHFIELD SCHEME LTD
HIGHFIELD SCHEME LTD

FEEDBACK - SERVICE USERS - 2014/2015

Twenty-nine questionnaires were returned from service users. Some questionnaires were returned incomplete which is identified in the responses. Some questionnaires conflicted between one response and another which may indicate that a service user didn’t fully understand the questions.

 

1 – SUPPORT IS FOCUSED ON THE PERSON

YES

NO

Does Highfield go the extra mile for you?

22

1

Does Highfield try to make your life better?

22

1

Does Highfield listen to you and make improvements when you ask us to?

25

 

Is Highfield flexible with you and your support needs?

23

2

Does Highfield give you the chance to make your own decisions and choices day to day?

24

1

 

One service user said ‘They (staff) do anything for you really, providing activities and things’; whilst another said ‘(Highfield) makes life better by helping me when needed or asked’.

Three of the service users stated there are areas of their life they would like to be improved but these are things that would potentially require a review and/or amendments to their current care plan - ‘to be trusted more with money’, ‘go out on my own’, ‘wants to live alone’ etc. Team Managers to look at these individual comments further.

 

2 – THE PERSON IS SUPPORTED TO HAVE AN ORDINARY & MEANINGFUL LIFE

YES

NO

Do you think Highfield support you to try new things or become more independent where possible?

23

1

Do your staff try to support you to meet new people and encourage friendships?

25

 

Are you able to get out and about in the local community enough?

25

1

Do you take part in local activities or events where you get to meet people from your community?

18

9

Do you or have you ever been allowed to take ‘positive risks’?

15

6

 

Two of the services users commented how have been supported to become more independent - ‘take own medication and cook meals’ and ‘going to wellfield’ (a volunteering placement which was found with help from staff). One service user commented they would like to do more separate activities from their housemate, but unfortunately funding levels restrict this somewhat. 

 

3 – CARE & SUPPORT FOCUSES ON PEOPLE BEING HAPPY AND HAVING A GOOD QUALITY OF LIFE

YES

NO

Do you think Highfied supply staff who you like and meet your needs?

28

 

Do you think Highfield plan their rotas around your wants and needs?

25

2

Do Managers try and make changes to improve your support?

22

3

Are you able to see or speak to Managers if you are ever unhappy?

21

1

Has Highfield helped you through bad times?

16

6

 

One service user commented ‘staff do everything we want’.

Those service users having been through bad times, agreed that Highfield had been supportive – ‘very happy that I’m helped with things that upset me, sometimes I don’t feel too well and they are kind, also when my gran and uncle died, they supported me’, one service user also noted being supported through the loss of their father.

One service user commented that there aren’t enough staff (though the funded hours are all delivered appropriately), Team Manager to discuss this with the service user further to ensure they understand this and are happy with the staff team they have. 

 

4 - A GOOD CULTURE IS IMPORTANT TO THE ORGANISATION

YES

NO

Does Highfield give you the chance to offer feedback?

20

3

Do you think we make changes based on this feedback – to try and improve things?

20

2

Do you have chance to be involved in meetings about your support?

24

1

Do you feel like your attendance is valued?

20

3

 

Service users commented that they ‘like house meetings’ and ‘has the chance to be involved in meetings’ (despite limited participation’).

One service user said they feel no one listens when they talk about their housemate (and the issues they have). Team Manager to discuss this and may look to request a Social Work review.

Highfield to continue with annual service questionnaires and raise the profile of the response/action plans. Highfield to reinstate regular service user action group meetings so service users have another platform on which to provide feedback and discuss issues. 

 

5 – MANAGERS AND BOARD MEMBERS LEAD AND RUN THE ORGANISATION WELL

YES

NO

Do you think the Managers spend enough time with you/your staff?

24

1

Are Managers/Senior Managers easy to contact on the phone or in person?

23

1

Do you feel that Managers have good values?

25

1

Do you feel that Managers try hard to make things better?

26

 

 

Service users commented that ‘the Manager spends alot more time with me and staff and is a vital member of the team’. In regards to being able to contact Managers easily, one service user said ‘unable to dial the phone to contact the managers but they are always in the office if needed’. The Team Manager to look into assistive technology/a picture phone to make contact easier.

In regards to management values, someone commented that ‘I feel that my manager’s values for service users are much better’ and someone else said ‘...does feel valued’. One person commented that ‘Managers have good values but could be better’, this to be discussed in more detail with the service user to ensure understanding and/or identify any areas of concern.

When asked if ‘Managers try hard’, someone said ‘Yes, Managers work hard’, another said ‘I feel activities are being assessed and changed to suit my needs more and the changes are a massive positive. Another person commented that ‘activities are being reviewed to benefit me’.

 

Service users were also asked to comment with their general thoughts on the service Highfield provides –

 

Please comment on anything else you feel Highfield are good at (and should keep doing)

  • Providing support daily
  • ...has a busy and enjoyable life
  • Staff
  • Making life happier, better and meaningful to all
  • Provide a good overall service – positive
  • Elvis, Ken Dodd, Sister (Highfield promote these things which are important to me)
  • They work hard
  • Everything
  • Highfield is working hard and are doing very well, keep up the good work.
  • My activities
  • Happy living here
  • Helping to maintain independence

Please comment on anything else you feel Highfield could improve on

  • Communication between management and staff and also parents
  • Cups of tea
  • Managers need to come over more
  • Having a friend

 

Highfield to address contact with parents and Management presence within the houses. Team Manager to discuss the opportunities available to improve social contact/friendships with the individual service user.

 

Overall the comments are very positive and show that Highfield are providing a good service. Some of the negative responses commented on things that are out of our control as a provider (funding restrictions etc), others will be addressed on an individual basis or reviewed at a Management level with the proposed actions. 

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