What people told us about Medequip's Community Equipment Service

Healthwatch Wiltshire worked with the local provider of equipment services, Medequip, to understand how their services could be improved.  They ran a survey from October to December 2021.  They heard from 71 people

Most people were happy with the service they received. The Community Equipment Service is valued and appreciated by most service users. Most people felt that equipment was delivered on time and in the condition expected. The majority said that Medequip staff and delivery staff were friendly and helpful. People felt strongly that services were delivered and collected in a Covid-safe way.  The assessment process is reliant on the availability of occupational therapists (OTs) and other healthcare professionals but generally works well.

Difficulties were reported with communications about the equipment. Delivery time slots offered were thought to be too wide which caused difficulty for some people. Some people were frustrated with the servicing of equipment. Collection times for taking away equipment and products no longer needed was slow. Some professionals felt that the service needed improvement and equipment or product availability had deteriorated.

This report makes several recommendations to Medequip about improving communications, delivery and collection, coordination with related services and reviewing staffing resources. It also recommends the idea of a collaborative forum to inform service improvements, involving the respondents who volunteered to participate is progressed.