Occupational Therapy Service Feedback – Quarter 1 to Quarter 3 2025/26

We asked

We asked people for their feedback at the end of their involvement with the Occupational Therapy (OT) Service. The survey asks people 11 scaled questions and 3 open questions, asking what went well, what could be better and what difference has it made.

You said - Quarter 2 and Quarter 3

In Quarter 2 and Quarter 3 2025/26 combined there were 103 responses from either people who have used the service or their family of friends.

Responders agreed that:

• They felt listened to, understood and treated with kindness - with feelings that the OT staff cared about their situation.
• Communication was clear and honest - updates helped reduce worry, especially during the changeover to a new equipment supplier.
• Advice, equipment and home adaptations made a real difference - improving independence, mobility and safety, and boosting confidence and quality of life. Carers also felt better supported.
• Most people said it was easy to contact the team - though a few found getting through on the phone more difficult.
• Overall, most respondents were satisfied or very satisfied with the service.

People also told us about:

• Equipment supply and delivery delays - due to the supplier changeover
• Contact routes and pathway clarity - a few people found it difficult to locate the correct phone number or were unsure how to re‑access support after discharge.

We did

Where permission was given, we shared the feedback with the Occupational Therapy workers and their managers and shared how people felt and the themes with senior leadership.

The feedback has helped to:

• Celebrate individual, team and wider service good practice
• Identify areas for improvement
• Continue to keep people informed and reassured by providing updates
• Continue to include family, paid and unpaid carers where appropriate

We plan to

• Make contact routes clearer and easier
• Work with equipment providers regarding delivery timescales and servicing clarity
• Offer follow‑up calls where it adds value
• Keep recognising and celebrating great practice and making improvements

You said - Quarter 1

In Quarter 1 2024/25 there were 39 responses from either people who have used the service or their family of friends. Responders agreed that:

• They found it easy to get in touch with the service while waiting for an Assessment or Review
• They received helpful information and advice
• They felt they were able to talk about what they wanted to and felt listened to and understood
• They felt that the OT worker cared about their situation
• They felt safer by being supported to understand and manage any risks
• They were very satisfied with their experience

People also told us about:

• The professionalism and friendliness of the Occupational Therapy Workers
• The clear communication and explanations they received
• How the advice, equipment and adaptions has helped people feel more empowered and independent

We did

Where permission was given, we shared the feedback with the Occupational Therapy workers and their managers and shared how people felt and the themes with senior leadership.

The feedback has helped to:

• Celebrate individual, team and wider service good practice
• Identify areas for improvement such as advice where equipment has been provided by other services

We plan

To continue encouraging people to share their feedback by ensuring that there are different feedback options available to respect peoples communication needs and preferences.