Q-Team visit to Waterlooville services

Published: 20 May 2015

The Q-Team visited three services in Waterlooville, Hampshire, in mid-May – to get feedback from our customers.

Carron visits a customer at home

Carron visits a customer at home.

James talks to customers in the pub.

James talks to customers in the pub.

Carron (right) talks to a customer using pictures and Makaton with support from his Key-worker.

Carron (right) talks to a customer using pictures and Makaton with support from his Key-worker.

Carron Cleversley and James Turley, who are customers and Q-Team members, went to find out how things are going since we won the support contract earlier in the year. They were particularly keen to check that customers feel safe and are getting the flexible support they need.

Together with Customer Engagement Co-ordinator Maddy Cox and Support Worker Karen McCoy,  Carron and James visited six customers at home on Thursday 14 May. The following day, they visited eight customers at two different services.

On both days, Carron and James were shown around by residents, before taking a group off to the pub for lunch. As well as being fun, this made it easy for people to share their views on the service.

Carron and James got good feedback, with one customer telling them: “I feel very happy here. I didn’t used to have a lot of freedom, but now I do. I feel I have the freedom to do what I want. Staff change my support times around me…. I can also choose which staff support me – they’re always happy to swap.”

A customer’s mother said: “I feel very reassured by today, I feel I’ve seen the human face of Ability and you really want to support my son.”

It was James’s first Q-Team visit. He said: “I really enjoyed it. I feel like it’s given me more confidence and I’ve made friends.”

After a Q-Team visit, a report with recommendations goes to the Team Leader and Service Manager. Over the next year, they share the progress of their action plan with customers, relatives, senior staff, the Customer Panel and the Customer Services Committee.

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