1 – SUPPORT IS FOCUSED ON THE PERSON

YES

NO

1a Do you think Highfield go above and beyond their paid care responsibilities?

8

1b Can you recollect personal experienceof Highfield going above and beyond for your family member?

6

2

1c Please Comment:

‘Support through difficult times this year’

‘Support worker working late to wait for son returning from a day out with us’

‘Hospital stays and visits’

‘Came to a Party in their own time’

‘Finding Specialist Services to improve behaviours’

‘Haven’t needed’

1d Have you given Highfield feedback in the past, either over the phone, in person or via a questionnaire?

8

1e If YES did the feedback contribute towards a positive change?

7

Not really

1f Please Comment:

‘Yes, Home and Staff liaison have improved’

‘Extra care to keep mobile’

‘More Activities are now available’

1g Do you feel Highfield offers flexible support (allowing for changes to activities, holidays, family occasions, social opportunities etc?)

8

1h Do you feel Highfield allow Service Users choice and control over their lives wherever possible?(planning support, activities, opportunities to develop etc)

8

1i Please Comment:

• ‘Get chance to change lots of things’
• ‘Opportunities for holidays’
• ‘Changing activities to suit her’
• ‘Asked for a party, been to a concert’
• ‘They accept changes with us’

1j do you feel Highfield tries hard to maintain good quality of life despite funding cuts?

8

1k Have you noticed any changes to the level of support offered to your family member following funding cuts?

7

1l Please Comment:

• ‘Holidays are not as frequent’
• ‘1:1 time has increased recently, this improved quality of life’
• ‘Not as many holidays/days out’
• ‘Some things have been re-arranged’
• ‘Had support always from Highfield’

2

YES

NO

2a Do you feel that Highfield promotes friendships and relationships (including family connections)?

8

2b Do you think Highfield could do more to encourage friendships, relationships and family connections?

1

7

2c Please Comment:

• ‘More get togethers in the house, because staff have changed a lot (including Staff)’
• ‘Needs a friend with common Interests’
• ‘(Highfield helps to) Keep up with sending family cards and visits’
• ‘All family are included. The staff are friendly and caring’
• ‘Always had a good relationship with Highfield’

2d Do you feel Highfield allows for enough ’positive risk’-enabling the Service Users to push their boundaries?

7

2e Have you any experience of Highfield allowing Positive Risk in regards to your family member?

3

4

2f Please Comment;

• ‘Needs support to stay safe’
• ‘Encouraging mobility’
• ‘Improving a lot with daily tasks’
• ‘Not sure what positive risk is’

3

YES

NO

3a  Do you feel that Highfield keep in touch with you enough to make sure you are happy with the support your family receives?

6

2

3b Have you had any experience of Highfield supporting your family member through times of distress?

6

2

3c  Please Comment:

• ‘Still feel that information is not passed on, although we are in touch regularly and always ask about things’
• ‘Some staff have been very supportive during a bad year’
• ‘Yes, hospitalisation’
• ‘Hospital visits when parent was ill’
• ‘Medical needs chased up’
• ‘Haven’t needed but are certain they would be available’
• ‘Highfield are always on hand’

4

YES

NO

4a Do you feel your feedback and discussions about the support we provide your family member with are valued?

7

mostly

4b Do you feel that you or your family member have enough opportunity to be involved in discussions, meetings and planning surrounding their support?

7

1

4c Please Comment:

• ‘We request to speak and sort out various problems as they arise’
• Only involved if there’s been a problem and after it’s been sorted’
• ‘Our views taken into consideration when we reported an incident’

5

YES

NO

5a Do you have the opportunity to spend time with the Team Leader, manager or Senior management either in person or over the phone?

7

1

5b Would you find it easy to speak with the manager or Senior Management if necessary (do you know who to ring, are they easy to get in touch with ?)

8

5c Please Comment:

• ‘I would like more information about staff leaving and new staff’
• ‘I know how to contact the relevant people’
• ‘Everyone is very obliging and willing to help’

‘Always able to contact Senior Management and discuss problems’

5d Do you think that the management team help to drive up the quality of support?

7

5e Have You/your Family member had personal experience of this?

3

2

5f  Please  Comment:

• ‘They do all they can with the funding’
• ‘Provide equipment, ramp, vehicle for her disability’

‘We attend PCP and any other activities when possible’

Please comment on any areas, relevant to the 5 key areas,you feel Highfield are good at(and should keep doing) -

• No comment.
• Been a bad year, got through it because of staff continuity.
• It would have been hard to cope without staff help.
• Appropriate vehicles, outings, activities.
• Keep her involved in activities around the house.
• Any problems have been resolved with Management help.
• I’m not sure what the 5 key areas are.

Please comment on any areas, relevant to the 5 key areas, else you feel Highfield could improve on -

• No comment.
• Inform parents when a staff is leaving.
• We need to know about appointments.
• Need to know how much money our son has in the Bank without having to ask.
• Making sure that our daughter is warm and stimulating her circulation at regular periods.