Medequip Feedback Report
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Medequip asked Healthwatch Kirklees, as an independent organisation, to help gather the thoughts and experiences of local people using their services.
Healthwatch Kirklees carried out ride-a-long engagement sessions, where an engagement officer went out with a Medequip delivery driver, one day per month, to capture feedback from people receiving the service. They also held a 'Medequip-focused feedback week', to gather feedback on Medequip from community groups and ran social media promotion to gather feedback online. Overall they received 54 reviews.
Most people spoke positively about their experience of the service. Common themes included helpful and friendly staff, efficient delivery of equipment, and the positive impact the equipment had on maintaining independence at home.
Mixed and negative feedback was limited but highlighted some issues around delays, communication, and follow-up. Some people experienced delays in receiving, replacing, or collecting equipment, and in some cases had to chase for updates or action.
Despite these issues, many people still reported positive experiences with staff and the quality of equipment once it was received, indicating that improvements in coordination and communication could further enhance the overall service.