Carers Matter Norfolk is the countywide service funded by Norfolk County Council and the NHS to provide support to unpaid carers. All services are free and available to people caring for another adult. Support is available to those caring for someone living in Norfolk, whether the carer lives in the county or elsewhere (caring at a distance). Carers Matter Norfolk is a carer-led service, putting you at the heart of everything that we do. The service offer is flexible in approach and tailored to meet what matters to you as an individual carer.
You can contact Carers Matter Norfolk to explain your situation and find out about the support that is right for you.
Tell us about your experience of using our service and help us to develop and improve it so we can reach more carers and ensure they have the right support to live well and independently.
Feedback
209 responses from the local community
Friendly support
5
Submitted by Anonymous10th 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 Pb6th 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 H6th 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.
Carers support
5
Submitted by Mrs Jane Dooley3rd August 2023
My son has learning difficulties and through his annual review I was signposted to Carers Matter Norfolk. I had an initial assesment online and this was followed up by a phone call from Karen. Karen was so supportive, understanding and informative. She was really easy to speak to and gave me lots of useful advice. I have been signposted to groups etc that will be of benefit to me and I was sent a thorough Action Plan. I feel very supported and less worried.
Reply from Carers Matter Norfolk
We are really glad that you were signposted to us and that we have been able to help.
It is important to us that you have been able to get the support and advice to help you in your situation.
Really helpful
5
Submitted by Denise Jeffcoate2nd August 2023
I found the nurses very helpful and understanding and couldn't do enough to help
Reply from Carers Matter Norfolk
We are pleased that we have been able to help you. Thank you for taking the time to leave your review and please do contact us again if you need more help or support.
No email no help
1
Submitted by Family relative 28th July 2023
It’s a shame I can’t access the support all because I don’t have access to an E-mail account..
Reply from Carers Matter Norfolk
We want to assure you it is not the case you need an email address to access support from Carers Matter Norfolk.
Please do call us on 0800 083 1148 and we can arrange for you to get the support that you need.
While many carers do contact us via email this is certainly not the only way to contact us for support.
Online messaging service could be better
1
Submitted by VG28th July 2023
I have often used the online messaging service and have satisfactory answers but the last few questions I’ve asked resulted in blunt responses. I no longer feel like I can reach out for support. I must say I had great help from Murdo throughout the years though so would like to feed that back.
Reply from Carers Matter Norfolk
We are very sorry that you have had a bad experience when using the online chat.
It is very important to us you get the support you need and have a good experience.
Please do know that you can contact us, including by calling us on 0800 083 1148 or emailing info@carersmatternorfolk.org.uk
We would also like to look into the bad experience you have had with your online chat, if you do want to tell us more about what happened and when.
Relief!
5
Submitted by MARION MARDALL20th July 2023
When the OT recommended Carers Matter, I assumed it would be a charity and would be a self-help group of carers, and this is not what I need which is escape from the carer role and subject from time to time. I was astonished by the range of support that is available for me call upon in caring for my husband. I have completed paperwork for an Emergency Plan if I become incapacitated and this is such a relief to me. Mel & Sarah have been extremely helpful and understanding of the demands of the role.
Reply from Carers Matter Norfolk
We are really pleased that someone recommended us and that you got in touch.
It is really important that people looking after someone get the support that is needed, such as the emergency plan that can give peace of mind as well as practical help if it needs to be activated.
Please do contact us again if you need any further advice or support.
Thank you
5
Submitted by Karen Babbage19th July 2023
All the staff I have spoken to have been really helpful cannot thank them enough
Reply from Carers Matter Norfolk
We are glad that we have been able to help you. Please do contact us if you need further support.
A listening ear
5
Submitted by Rosalind Hawkes 14th July 2023
Karen called me back as had been promised and was so supportive.She has forwarded me information to help our daughter with trying to obtain work.I know that I can always ring CM ...nothing is touch trouble.Thank you!
Reply from Carers Matter Norfolk
We are glad to have been able to have helped you. It is really important to us that each unpaid carer gets the support that they need. And it is good to know that you are aware you can contact us again with any further queries.