As lead partner for Lincs Independent Living Partnership (LILP) in the delivery of the Wellbeing Service, we’re receiving some fabulous feedback on a regular basis via customer satisfaction forms issued when each case is closed, letters of thanks addressed personally to caseworkers and social media. Customer comments (of which the following are a sample) give an insight not only into how well the service is performing, but also into the challenges which we are helping people to address in their everyday lives:
‘I cannot ever thank you all enough for your support, through one of my darkest hours… I thank my support worker. He has been just so kind and fantastic with me. He used to phone to check everything was OK, he got my (grab) rails in the bathroom and on the stairs done for me.’
‘Huge thank you for your time & patience in filling in the (Attendance Allowance) forms with me and being so kind and sympathetic at a difficult time … you are a star’.
‘What lovely friendly people. They have made my life so much better and I am much happier with my life knowing there are such caring people … I thank you all from the bottom of my heart for all your help and support.’
‘Your wellbeing service is absolutely fantastic. I have had on and off support for five years (other services) and your service was the only one who made a difference. It is such a shame that I can not have you permanently for a few hours a week. I have High Functioning Autism and not one service has understood my needs or my way of thinking, however your service made a huge difference.’
‘I want to say a huge thank you to (caseworker) who visited me today. She was so kind and patient with me, explained everything (listened while I sobbed), went through what could be done to assist me with my needs and helped me to feel more positive about the future. Without her help and information I would still be feeling as though there was no-one out there who was listening and could help me. Thank you (caseworker). You are a star and a blessing!! Xxx’
‘Our support worker was very helpful and empathetic. She ordered the grab rails in the morning and they were installed the same afternoon. The pendant pager is the right choice for me, as we just needed a reliable method of communication inside our home, without involving anyone from outside. I now have more of a sense of balance and security.’
We’re proud to report that 94% of customers were very satisfied or satisfied with the service in 2015 – 2016. This statistic, together with customer comments such as those above, indicate that, thanks to our caseworkers’ approach, at once caring and professional, and the person-centred and holistic nature of the service, it is really transforming lives.
LILP was commissioned by Lincolnshire County Council to deliver the Wellbeing Service in April 2014 in five districts of the county (excluding East Lindsey and North Kesteven, where it is delivered by respective district councils). With a contract extension to 2017, LILP has entered its third year of service delivery. Look at LILP’s new website http://www.lincsindependentlivingpartnership.org.uk