HIGHFIELD SCHEME LTD
HIGHFIELD SCHEME LTD

FEEDBACK - SERVICE USERS - 2015/2016

Thirty one questionnaires were sent out to the service users in Highfield’s care. Of these, twenty one were returned completed. Some questionnaires were returned incomplete which is identified in the responses.

 

1 – SUPPORT IS FOCUSED ON THE PERSON

YES

NO

Does Highfield go the extra mile for you?

18

3

Does Highfield try to make your life better?

21

0

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

19

0

Is Highfield flexible with you and your support needs?

19

1

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

20

1

 

Service users said -

‘Its a good company to be in as a Service User;’

‘I decide what I want to do during my 1:1 time’

‘I can tell them if I want to try something new or go somewhere, they try their best to make it happen.’

‘They enable me to live my life the way I want to.’

‘They take me swimming if I want to go.’

 

Two of the service users didn’t have the capacity to understand the questions but made the following comments -

‘I don’t know’

‘Are they?’

‘Nobody can hear me telling, would I?’

 

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?

20

1

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

19

 

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

18

2

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

16

3

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

11

5

 

Services users commented how have been supported to become more independent –

‘I’m independent and like my own activities’

‘I go into Accrington and Blackburn every week as part of my routine.’

‘I meet new people at The Pub or The Base’

‘I go to the shop or Pub on my own’

‘I work at McDonalds, go to the Gym, Library. Clubs, Table Tennis.’

‘I’d like to go out more.’

‘I enjoy going out to swimming’

 

Three Service Users said that -

‘I don’t go out alone, I would like to get out into the Community more, but I wouldn’t feel safe’

‘I cannot go out alone, this would upset me!’

‘I need support to do all tasks, so haven’t taken positive risks.’

Other Comments were taken from Service Users with poor understanding of the Questions -

‘Um’

‘You know what I mean’

‘Aye, now and again’

 

Three people said I don’t know to some of the questions.

 

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?

20

 

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

18

1

Do Managers try and make changes to improve your support?

18

1

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

19

 

Has Highfield helped you through bad times?

18

 1

 

Service users commented -

‘We have a good staff Team’

‘Fixed my flat and decorated it for me’

‘Varied staff coming to cover shifts’

‘Good moral support from staff’

‘I can talk to people when I’m worried, they make it better through changes’

‘Managers are easily approachable.’

 

Those service users having been through bad times, agreed that Highfield had been supportive –

‘They helped me in the past. Loss of my father’

‘My Father died and the staff helped me’

‘When my grandma and Uncle died staff talked to me and showed me pictures to help me understand why they left me.’

 

Service users commented -

‘I don’t know!’

‘Um!’

‘Tell them it’s not time yet!’

 

4 – A GOOD CULTURE IS IMPORTANT TO THE ORGANISATION

YES

NO

Does Highfield give you the chance to offer feedback?

19

1

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

20

1

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

20

 

Do you feel like your attendance is valued?

19

1

 

Service users commented that they -

‘Sometimes get visits from Managers and get newsletters’

‘PCP Meetings, Happy with all this section’

‘PCP Meetings are My Meetings’

‘Holiday Meetings and PCP Meetings are important to me’

‘I always attend PCP Meetings’

‘I tell my staff if I don’t want to go to an Activity so a staff will stay back (home )with me’

‘My support is person centred around me’

 

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?

21

 

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

19

1

Do you feel that Managers have good values?

19

 

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

20

1

 

Service users commented that -

‘Managers are easily approached about any issues’

‘I have (been supported to install) a picture phone so it’s easy to call’

‘Managers are supportive about issues I raise’

‘I can go and see them or they can see me’

‘The managers have made things better in the past, so that I am happier.’

‘If Dad wants to contact anyone from the company, it is easy for him to do so.’

 

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)

  • Kind, Good to everyone
  • Keep caring and supporting
  • Provide good support to service Users
  • We have a good team
  • Like the Food
  • Very good at looking after us
  • Whenever I need to go somewhere they always take me
  • Listening. Giving us choices
  • They motivate me, I need this some of the time
  • Helping Me
  • They’re wonderful.

Please comment on anything else you feel Highfield could improve on

  • More support staff at The Base
  • More Drama based Sessions
  • Don’t like being pestered by Female housemate
  • I want A dog
  • Going out more
  • NO, not really, they are very good.
  • To make more cake.

 

Overall the comments are very positive and show that Highfield are providing a good service. Some of the negative responses were misunderstood questions by the Service Users being helped with the Questionnaires.

 

Feedback will be addressed on an individual basis as some are related to things outside of our control (funding etc) and the service users will have this explained to them in a way they understand. Other points will be reviewed at a Management level with the proposed actions put in place in a timely manner were necessary.

 

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