CES provider seeks engagement with service users to drive improvements

Medequip, a community equipment service (CES) provider, has been working closely with Healthwatch Kirklees to engage with service users to drive constant improvements.

The key focus in Kirklees is to encourage a two-way conversation and provide a better service to the people who rely on community equipment service to maintain their independence.

The first initiative promoted by Healthwatch Kirklees and Medequip was an ‘Independent Living Forum’, creating an opportunity for people to give feedback on Medequip’s services as well as providing a method for signposting the best ways to access assessments and equipment.

Forums proved a valuable initiative to start off the engagement process. However, both Healthwatch and Medequip were seeking a more sustained approach to encourage ongoing feedback, not just from individuals attending the events but also from the people reliant on Medequip services for their independence in everyday life.

Healthwatch Kirklees recommended that feedback be captured in a number of different ways. In addition to a detailed questionnaire, the organisation decided to promote a direct opportunity for people to give feedback on Medequip’s services by leaving a review on the Healthwatch Kirklees website.

These reviews were open to the Medequip team, who were able to respond directly to issues arising, answering questions and providing advice and guidance where required. Feedback so far has been “extremely positive”, with four- and five-star reviews and identification of a number of action points where systems can be enhanced and improved, according to Medequip.

Clare Costello, Operations Manager at Healthwatch Kirklees, said: “Healthwatch Kirklees has worked closely with Medequip during 2022 to help them gather more feedback about the services they provide.

“Healthwatch engaged with people in a variety of ways to obtain reviews, which Medequip responded to, demonstrating that they are listening and responding to people’s opinions of the service they’ve received.”

Matt Ward, Head of Retail & Marketing, Medequip, added: “Responses have been overwhelmingly positive but have also identified areas where Medequip can learn and improve. Most importantly, they have given us an opportunity to feed back directly to people, investigating any issues arising and benefiting from the positive and rewarding feedback.”

Medequip has also commissioned the Healthwatch Kirklees Engagement & Information Officer to spend a day each month with a Medequip technician out and about providing community equipment services across the borough of Kirklees.

This has opened up a unique opportunity to speak directly with people using its services and their carers in their own homes, “the initiative has proved invaluable”, says Medequip. As well as gathering relevant feedback, this level of engagement provides a unique opportunity to share information on important issues such as support available to carers.

Medequip has encouraged the return of vital walking aids, such as walking sticks, frames, rollators, and crutches, which can be safely refurbished and reused.