Healthcare aids and equipment service improved
Healthwatch asked how you felt, what works well and what needs to improve. Medequip responded to our recommendations with an action plan to show what they planned to do and when. We now want to share with you how Medequip have listened.
Who are Medequip - and what do they do?
Medequip provides equipment on behalf of North Yorkshire Council and the local NHS, which helps people to live more independently at home, when they're out of hospital or to live longer-term with more comfort.
Medequip supplies a range of equipment, including:
- Mobility aids: Walkers, ramps, and sticks
- Moving and handling equipment: Slide sheets, hoists, and slings
- Bed packages: Beds, mattresses, rails, raisers, and tables
- Seating: Riser recliner chairs and shower chairs
- Toileting equipment: Seats, commodes, and toilet frames
How we listened to local people
Medequip wanted to make things better. They asked local Healthwatch to speak with service users, carers, families, and friends to understand their experiences. Feedback covered all aspects of the service, including initial contact, delivery, installation, servicing, and collection of equipment. This feedback is essential for shaping improvements.
What people thought of their local equipment service
Most people rate the service highly, but a quarter think it could be better: 75% of people rated the service 4 or 5 out of 5, with 76% similarly praising their initial contact with Medequip.
Quality of life improved: Many people who use the service highlighted how the equipment enhanced their privacy, independence, and dignity.
More reliability required: Some concerns were raised around delivery reliability and communication, with reports of delayed or cancelled deliveries.
To address the feedback and improve its services, Medequip has made several changes.
What has been improved?
The right equipment for people’s needs
- Continued listening: Feedback regarding equipment suitability is shared with the NHS and North Yorkshire (who Medequip supplies equipment on behalf of)
- Healthcare professionals involved in decisions: These clinicians are playing more of a key role in approving and selecting equipment, adding their expertise and knowledge from supporting people.
- Equipment review groups: Local people who use the service work with clinicians to ensure the equipment meets diverse service user needs.
- Special equipment orders: Non-standard items are ordered through the NHS for approval when required.
- Information for people: A new leaflet has been distributed to explain Medequip’s services and self-funding options. Over 30,000 copies are being shared.
Improved communication
One big issue people told us about was poor communication. Medequip says they now give clearer timelines for deliveries and repairs. They also say they are calling people to give updates if there are delays. A leaflet explaining how the service works has been created. Medequip also says customer service teams shadow clinicians and technicians to improve their understanding of the service and people’s requirements.
In addition, they have improved:
- Customer service training: Disability Action North Yorkshire delivers sessions to enhance communication, empathy, and respect among staff.
- The process for raising issues: Medequip has refined its complaints process to ensure responses to concerns are quicker and more professional, helping people to feel listened to.
- Printed information: Technicians are trained to provide consistent verbal explanations and supply detailed information leaflets with every piece of equipment delivered.
Equipment delivery, installation, maintenance, and repairs
- Text messaging system: Improved text notification accuracy for delivery and repair times, achieving a 99% success rate.
- Technician audits: Regular audits ensure adherence to training and maintain service quality standards.
- Better technician training: Training programmes for technicians have been reviewed and improved to ensure consistent service delivery.
Quality and condition of equipment
- Review of equipment cleanliness: Increased frequency of checks ensures that equipment is thoroughly cleaned and inspected before delivery.
Collections, returns and recycling
- Timely and considerate collections: Collection times, especially for people who have suffered a bereavement, have been reviewed and made quicker where necessary to ensure compassion and dignity.
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Recycling awareness: Leaflets and information online educates users on how to recycle and return equipment, promoting sustainability and reducing waste.
You can find out more about how to return equipment – safely and for free in our advice and information article:
What else has improved?
- Workshops and feedback: Planned workshops with clinicians make equipment better suited to people and help them feel more supported when using it.
- Bed handset feedback: While exploring glow-in-the-dark buttons for bed handsets, current technology limits this coming out. However, future designs as technology advances will consider this feature and Meedequip will try to introduce this if and when they can.
- Better standards to reduce infection: Regular checks of equipment ensure high standards of infection control, limiting risks for the very people using the aids.
What happens next?
Healthwatch is pleased Medequip has acted on what people want.
We’ll keep listening to your feedback to make sure your voice is heard and improvements are acted on. And if not, we will ask why not so people know why.
If you’ve used the Medequip service, please tell us about your experience. Your feedback is important and helps services continue to work better.
Good or bad, we'd love to hear what you think. You don't have to leave your name and what you tell us won't affect your care.
Phone 01423 788 128
Email Hello@hwny.co.uk
Write to us (no stamp required): Freepost HEALTHWATCHNORTHYORKSHIRE
