Medequip services in North Yorkshire

Healthwatch North Yorkshire were commissioned by Medequip to help get feedback from people who have accessed and used their services.

We created a survey to explore all aspects of the service, from the information given to people about the equipment to how it is delivered and installed in their homes, serviced, and repaired. The survey was produced in a range of formats to ensure it was accessible for all. There was an online version of the survey as well as a standard print, large print, and Easy Read version. There was also the option for people to complete the survey by phone. 

Medequip shared the survey via text with a sample of people who use their services. This sample included 4,500 people that have used Medequip in the last three months (via repairs/service, new equipment delivery, collections etc.)

The survey was also shared through a promotional campaign (via social media, newsletter articles, leaflets etc.) as well as via regional voluntary, community, and social enterprise (VCSE) organisations who helped to promote the survey (both online and via hard copies).

We received 283 responses to our survey. A majority rated the service 5 out of 5 (75% of respondents - 155).

There are recommendations in this report. The following areas are mentioned:

• Suitability of equipment
• Communication with Medequip
• Equipment delivery, installation, maintenance and repairs 
• Quality and condition of equipment
• Information provided about equipment 
• Returning equipment

There are follow up actions in this report. They can be found alongside the recommendations at the end of the report.