Carers Matter Norfolk

Feedback

• Fantastic

  5

  Submitted by Claire 11th September 2023

  I can't fault carer's matters Norfolk I've been struggling for 2 years pushing my mum around in a wheelchair finding it very difficult but I rang at my lowest point and all the help I received was 100%. They updated my carers need and help me get a power pack for her wheelchair. It was so quick and kept me informed and update, I can't thank them enough and the charity that supplied the power. I can ow enjoy many more days out with mum

• Reply from Carers Matter Norfolk

  We are really glad that the help and advice we've provided have made such a difference to you. Having the right support and equipment can make sure a difference when looking after someone. We are glad this has made life easier for you and your mum. And thank you for taking the time to leave your feedback.

• Another great experience!

  5

  Submitted by Andy Feek 30th August 2023

  I’ve used CarersMatterNorfolk on a number of occasions now and always found them to be extremely helpful, knowledgeable and professional. I had a lovely conversation with them yesterday, updating my current caring role. In addition to this, they produced a 6 point action plan to help with my current needs as a carer. Fantastic, thank you.

• Reply from Carers Matter Norfolk

  Thank you for taking the time to leave your feedback. We are really pleased that we have been able to help you again and that your action plan is going to be useful for you.

• overwhelmed

  5

  Submitted by szara froud 26th August 2023

  I was overwhelmed by the support and surprised at how much I opened up to a stranger on the phone. I did not realise I was holding so much in myself.

• Reply from Carers Matter Norfolk

  We are so pleased that you recognised you could talk openly to us about your situation and needs. It is so important that carers are given the opportunity to get the support and advice they need, as they can often be very focussed on the needs of the person they are supporting. Carers being listened to and given support is vital, and why we are here.

• Very Helpful Service

  5

  Submitted by Gareth 21st August 2023

  Florence and Samantha have been very supportive and friendly. It has been great to communicate with them both and I would recommend this service to anyone who is unsure of the help they may be able to receive. Thank you again for all your help.

• Reply from Carers Matter Norfolk

  Thank you for taking the time to leave your feedback. We are glad to have been of help, and we really do want to hear from anyone who is looking after someone if there are things they would value help with. As you say, many people who are carers are unsure - or unaware - of the range of support and services available to them.

• patient transport

  5

  Submitted by jackie smart (carer for john a smart ) 19th August 2023

  concern over costs to visit hospital out of Norfolk for treatment at Addenbrooks as this is the only hospital dealing with cochlear implants. Within a day you supplied us with detailed help available. Thank you so much.

• Reply from Carers Matter Norfolk

  We are pleased that you contacted us and that we have been able to help you. There can be so many situations where people looking after someone face a problem and do not know of what support is available. We are here so that carers can find out about, and get, the services and support that are relevant to them.

• So kind

  5

  Submitted by Barbara Sams 17th August 2023

  Sarah phoned me up out of the blue and was so very kind and helpful this is the first time that anyone has really bothered and cared about my son and i

• Reply from Carers Matter Norfolk

  We are really glad that the call was appreciated. It is very important that carers are given the help and support that they need. We are glad that we contacted you and please do get in touch if you want more advice or support.

• Very helpful service

  5

  Submitted by Jean Simpson 15th August 2023

  Karen clearly understood the issues. She Recommended, explained and put me forward to-helpful support from other agencies. I quickly received an easy to understand action plan. Thankyou.

• Reply from Carers Matter Norfolk

  We are pleased that we have been able to help you. And we recognise carers can have many responsibilities and demands on their time and energy, so hearing that you found your action plan easy to understand is good to know.

• Friendly support

  5

  Submitted by Anonymous 10th August 2023

  I had two visits from Jan, family support practitioner. She did my carer's assessment and then a review. It was good to talk to her, it helped me see what my needs are. As a result of the assessment I am going to have some counselling, which Jan referred me to. This is great. I had looked into it months ago, but found that I could not afford to pay for it. I

• Reply from Carers Matter Norfolk

  We are really glad that you have found the support we have provided valuable. The carer's assessment can be a really helpful way of carers thinking about themselves, and talking through their own needs, and then being able to get the support that is right for them. It is important to us that each carer we speak to has support that is personalised for them.

• Felt sorry

  3

  Submitted by Pb 6th August 2023

  Felt sorry for the member of staff helping me as they explained it’s not just a helpline but they have pressure to meet targets which seemed more like a telesales call centre approach rather than a personal approach to have a friendly chat. More like a tick box exercise. So mixed review.

• Reply from Carers Matter Norfolk

  We are sorry that your experience was not what we would expect it to be. As a team we always try to give carers support that is personalised to their needs, whatever those needs may be and however you contact us. Do please contact us again if you would like another call to talk through your needs and the support available to you. And if you want to let us know more about your experience we would really appreciate the opportunity to understand more of what happened so we can follow up on that to improve the service we give. We do have targets, but these are very much about wanting to give carers the quality of support they need in a timely manner, so they should enhance the experiences of carers who are in touch with us.

• Frustrating

  1

  Submitted by Katy H 6th August 2023

  Staff seemed confused on the telephone line, I was transferred from person to person and could not get through to the right line. Not the best experience.

• Reply from Carers Matter Norfolk

  We are sorry that you did not have a good experience of calling our helpline. We always work to give carers (or professionals who contact us) the best support we can. Please do contact us again if you do not feel you got the help and advice you wanted, as we would like to ensure you get the right support for you. And we would also appreciate it if you would also be willing to let us know more about what happened on your previous call, so we can look into that and follow up on it to improve how we help carers.