Shropshire Carers Feedback System Synopsis

Shropshire Carers Support team want to hear the voices of unpaid and family carers in Shropshire. We want carers to have more opportunities to get involved in shaping services and support throughout Health and Social Care.

The Carer Feedback form will give carers and their representatives a means of feeding back their experiences with the whole Health and Social Care sector, including community and voluntary sector organisations and groups.

We want to hear what is working well and what may need improving so that we can share ‘best practice’ across the whole of Shropshire and send the feedback of poor experiences to the relevant support area e.g., primary care; hospital trusts or adult social care for them to look at how they can improve that area of their service.

This is not a complaint form – all complaints should be directed to the relevant department within each separate organisation for action and response.
Please see the link for our Complaints, Comments and Compliments team.

The feedback will be classified under themes e.g. waiting lists/times and sent to organisations to help them look at how their service runs and consider improvements that will make a difference to the people using their services. A report will be posted quarterly on Shropshire Choices on the outcomes of the feedback. Individual situations and requests will not be responded to.

For people who do not have access to online forms who would like the opportunity to tell us about their experience, paper copies can be requested through the Shropshire Carers Support team, help can be given to complete feedback via the telephone; you will not have to give your full name/contact details unless you would like to.

Shropshire Carers Support team contact details are: 01743 341995 (Mon – Fri 9.00am till 5.00pm), (Tues till 7.30pm, Sat 9.30am - 12pm).

How it works

• Carers/representatives leave their feedback on the form
• Automatically generated email acknowledgment advising all information will be used to help make improvements to services and quarterly reports will be published on the Shropshire Choices webpage
• The feedback will be scanned for complaints and sender notified and advised to send to relevant organisation complaints section
• The feedback is collated into relevant groups/topics
• Feedback is forwarded to relevant organisation/representative on a quarterly basis for the organisation to report any learning/changes in service to the Shropshire Carers Partnership Board (SCPB)
• Feedback relating to Adult Social Care (ASC) will be reported in a quarterly report to ASC Commissioners
• A report will be taken to SCPB, as a standing item on the Board agenda, of the types of feedback and any emerging patterns. The report will be updated by the organisations that received the feedback with actions they have taken
• The SCPB will feed the information into Shropshire Integrated Place Partnership (SHIPP) Board
• An annual report from SCPB will be shared with Shropshire Council’s Information and Insights team for their annual public feedback report

The carers feedback form can be found here.