ࡱ> Z\Y@ i bjbjFF 76,,D$~~~8<Ch(::::::LCNCNCNCNCNCNC$5ERG`rC::rC::CDDD::LCDLCDD? C: Ȫ"~@"LCC0CAGGD CG C,:>x,D$:::rCrC~.~Friendly Trust Summary of February 2005 Satisfaction Survey 48 forms returned in total Cardiff = 30 of which 8 came from carers 16 from service users, 6 from professionals Vale = 18 of which 8 came from carers, 9 from service users, 1 from professionals CARDIFF Carers (8) What did you find most helpful? financial advice assistance with IT returns good information immediate assistance help on variety of issues Alison very helpful confident with support professionalism /sympathetic quick response Was there anything about the service, which you did not like? No wouldnt know where to turn if it wasnt for Friendly Trust Any other comments, suggestions? No most efficient and helpful at all times Service Users(16) What did you find most helpful? Knowing my money is safe never a problem when I need money for things acting on my behalf with areas I and my support team have no knowledge of finance you do it well and its safe informative, helpful and friendly staff helpful in opening a bank account/always helpful, friendly voice at end of phone help with budgeting my finances/always at end of phone when needed flexible appointments always kept with plenty of notice kindness/ someone to talk to whose friendly but not controlling very satisfied immediate help with applications and appeals very helpful/prompt attention positive environment extremely beneficial Was there anything about the service, which you didnt like? 15 said no were really happy 1 said there was a problem with communication which left them feeling distressed and upset but this was circumstantial and felt that given the situation felt unsure of how else it could have been different/ issues about staff filling in the form on behalf of a client Any other comments, suggestions? Find the process discriminatory/ get more involved with decisions and have copies of bills, receipts and bank statements that my worker deals with. Comments about the Friendly Trust from someone who does not receive a service Client very happy with the service (case manager) always finding time to support my client (case manager) happy with service (case manager) extremely beneficial to assist with finances and to continue to live independently (case manager) prompt attention first names terms with you which creates a positive environment (support worker) finances checked on regular intervals and help given when needed (support worker) helpful advice given (support worker) issues discussed caused my client to get upset but the circumstances were very difficult and dont think there was anyway round it (adult placement host). Professionals(6) What did you find most helpful about the service? always very helpful/knowledgeable advice third party to represent client enabling client to make a will for their daughter efficient response to referrals excellent knowledge of issues supportive and helpful speedy with emergency situations good partnership working helped and made it easier and quicker for service users move accommodation/professional wide range of services on offer Was there anything about the service, which you did not like? All very happy except one comment on a referral that they felt the didnt get sufficient feedback on not everything agreed was followed through lack of clarity had to prompt rather than Friendly Trust being in control but emphasised that this the only time and it was one case in many. Any other comments or suggestions? concern about capacity to represent people who need the service especially in a crisis excellent service that advocates strongly on behalf of the client group empowering clients in difficult situations support regarding all kinds of queries updating managers letter confirming what you have agreed to do copied to case managers good 2 way communication (lots of contradictory comments here) VALE Carers (18) What did you find most helpful about the service? fact its there otherwise isolated can seek advice and guidance /given in a caring manner Alison easy to talk to, explains everything/ great help valued information- during difficult year great advice/like to talk to Alison she is very nice valued information/friendly staff good communications/facts by staff service will safeguard our sons future finance informative/ comforting helpful with will and testament and dealing with solicitor Was there anything about the service, which you did not like? All said no Any other comments or suggestions Aptly named service Long may the Friendly Trust flourish/more self publicity Service Users(9) What did you find most helpful about the service? advice on benefits act investment information Alison friendly and helpful help with explaining complicated legal language help with finances/quick in responding sending slips seems to work well/ having a named person to speak to grateful to know someone is out there to help in the future keeping contact with stepfather Was there anything about the service, which you did not like? more help as I am disabled having to get use to them would like to see her more often explain thing more as it does involve me at the end of the day (2 peoples comments) Any other comments None Comments about the Friendly Trust, from someone who does not receive a service. good thing as it protect our child/works well for the service user I support (parent) very grateful to know someone is there to help my son (parent) service works well for the service user I support (support worker) visit was nice and person explained it to my client in simple terms (support worker) excellent support for parents finances (case manager). Professionals(1) What did you find most helpful about the service? Knowing you exist is a great relief for us care workers as we know the right advice will be given about finances also lot of carers will be relieved to be able to plan for the future. Was there anything about the service, which you did not like? No Any other comments or suggestions you respond promptly to my request able to visit people in their own homes deal well with my clients not like some professionals make efforts to relate to my clients son or daughter. Page  PAGE 3 of  NUMPAGES 4 Zc    <  x y x  AMcp'5y3GK\ /0Mde[12>QW%):hC8 h{>* h{CJ h{5\h{5CJ\ h{CJh{h{5CJ\Q=>Z[      < M h y >  & F & F & F$a$D h   M 5 x y . L a w x  & FOq7JK\]0Nf & F & F & F[Bm+,12>?q,a & F  & F & F*+iuv.E\xOop & F  & F  & F CZ[nstY():;m'(fij D  & F & F  & F :D I J P Q R S W X b c d e g h i hC8hC8mHnHujhkUhkh{D f g h i  & F5 01h:p1I. 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