Community Equipment Feedback
Reviewing User Experiences of Medequip Community Equipment in Wiltshire.
About the Project
As part of the Voice It, Hear It contracted work with Wiltshire Council, an engagement project was undertaken to better understand people’s experiences of the community equipment service. The project focused on gathering feedback from service users and carers who had used the Medequip service, or supported someone who had, within six months of September 2024.
The aim of the project was for Wiltshire Council Commissioners to gain a greater understanding of how community equipment impacts upon service users and Carers, what works well for them and what they would like community equipment to achieve in the future.
Key Findings
The Community Equipment Feedback Survey shows that the majority of service users and Carers in Wiltshire have had positive experiences with Medequip’s equipment delivery, customer service, and overall support.
Staff professionalism, courtesy and helpfulness were especially well-rated, with Customer Satisfaction Scores ranging from 87% to 91% across these areas.
Most participants reported receiving timely communication and appropriate support during delivery and set-up, suggesting that Medequip’s front-line service is largely effective. However, the survey also reveals clear areas for improvement.
A significant proportion of respondents did not recall being contacted for follow-up after delivery and nearly half reported being unaware of planned maintenance or servicing for their equipment.
Some also lacked clear information on how to return equipment or report faults and there was inconsistency in whether equipment was labelled with contact details. While these issues affected a minority, they highlight the need for greater consistency in communication and clearer processes.
Homecare Report
As part of the project Voice It, Hear It created an online survey which was shared amongst partner networks.
Findings from the survey are presented in the report which you can download using the ‘download report’ button.
For questions about the report, please email: voice@communityfirst.org.uk
“The supply of the various items of equipment has enabled me to live fairly independently and I am very grateful for the way I am looked after.”
“All the equipment I have is for long term use. It would be helpful to have a yearly check on its condition or, for the wheelchair, a service check.”
Feedback and Next Steps
You Said, We Did
Wiltshire Council and Medequip have responded to the engagement and the voices of those with lived experience of using the service. Click the button below to read the response in full.
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