Client Feedback and User Involvement

Feedback from our service users is important to us, it helps us to know what we are doing well and not so well, and allows us to make changes where appropriate.  We gather this information in a number of ways:

  • User Involvement Group
  • Satisfaction Questionnaire

User Involvement Group

The ACRT/Wheelchair Service ‘User Involvement Group’ is a forum where service users and therapy team staff of Homerton ACRT and Wheelchair Services (WCS) meet together on a quarterly basis. The aim of the User Involvement Group is for group members to discuss issues and ideas relevant to the services provided by ACRT and WCS, with the aim of promoting innovative and inclusive practice. It is designed to give our service users a chance to have their say on how the service is run. A service users’ opinion as experts in their own healthcare is invaluable to us to help us meet service user needs both today and in the future.

What do we talk about?

As well as asking your opinion on service development ideas and changes, we are hoping that the topics for discussion will very much be led by suggestions from the User Involvement Group members. Some of the topics that have been previously discussed within the group are:

  • new initiatives – having your say on exciting new projects to improve our services
  • feedback on current services – what we do well, and where we can improve
  • hospital transport – challenges and solutions

Image of a user group meeting

What do we talk about?

As well as asking your opinion on service development ideas and changes, we are hoping that the topics for discussion will very much be led by suggestions from the User Involvement Group members. Some of the topics that have been previously discussed within the group are:

  • New initiatives – having your say on exciting new projects to improve our services
  • Feedback on current services – what we do well, and where we can improve
  • Hospital transport – challenges and solutions

Attendee criteria

Due to the nature of the User Involvement Group we kindly request for attendees to check our criteria to see if they feel they are able to attend the group. These are:

  • you are able to actively participate in a group discussion.
  • you are comfortable sitting in a chair or wheelchair for one and a half hours
  • if you require the toilet whilst here for the group you are able to manage this by yourself or you can bring a carer/friend to assist you with toileting
  • you can speak and understand English so you are able to participate in a group discussion (unfortunately we are unable to provide interpreters for this group)
  • can attend at least one group per year

image of user group meeting

If for any reason clients do not meet all of the above criteria but are still keen to have their opinion heard then they can instead be involved by post/internet correspondence (for example, completing questionnaires).

If you would like to talk with the team to find out more about the User Involvement Group, please contact us at huh-tr.acrt@nhs.net.

Client Feedback

Satisfaction Questionnaire
We invite feedback from every client after discharge.  Every client that is seen by ACRT, upon discharge, will be given a simple questionnaire to complete.  This can be completed online or on paper and returned to us using a prepaid envelope.  All feedback provided is anonymous.

Every 3 months this feedback is evaluated and a report is produced that shows areas where we are doing well and also areas where we can improve.

Client Testimonials

Below are some client testimonials around the service and care that the Adult Community Rehabilitation Team provide.

“Great support, brilliant care, lovely team. Thank you.”

“I must just add that I am so impressed with the care, competence and knowledge of ACRT. Thank you, thank you.”

“Thank you to all members of the ARCT. I have always been treated with respect and always with a friendly face and smile”

“Team worked very hard and patiently. Very good advice. Excellent attendance and a valuable home service”

“I feel very confident and optimistic about the treatment of my disability. 5 stars!”

“Thanks to the lovely team that looked after me and provided all my different aids throughout the house for help with my mobility”