Direct Payments

We Asked

We sought customer feedback to find out how people felt about their current direct payments.

The feedback will:

• help us when making changes in the existing process
• help to gauge where possible practice and service development could be included as part of the change
• be used as a benchmark for future customer experience findings after the agreed changes have been made

You Said

The findings showed that people's direct payments were working well for them at the time. The areas for improvement were around:

• financial assessments
• paying contributions
• timescales

We Did

The report created from your feedback was used to highlight areas for improvement in practice. The report also informed contract performance and areas for improvement.

We were able to find volunteers for future engagement activities around direct payments successfully. The engagement activities are now underway, allowing us to work more efficiently with those who use our services.

The original options paper was changed based on the customer feedback people provided us.