We asked you...
Our annual survey results
The annual Action for Carers Surrey survey of users of our adult carer support service was carried out in October and November 2019, and we have been busy analysing the results since. Thank you to the over 1,400 carers who completed the survey, an increase of more than 30% on last year, we really appreciate the time you took to tell us about yourselves and your caring roles, how you use our services, how you rate the service, and importantly, how we can improve.
Overall the results were excellent, with over 92% of respondents saying they would recommend Action for Carers to another carer. Our staff were perceived to not only have the knowledge to support carers, but also to be empathetic, kind, understanding and non-judgemental, with carers commenting:
The lady who answered the phone was so nice and caring at a time when I was very low. She understood how I was feeling and talked me through what Action for Carers was all about and how it could help me. I just felt that there was someone else who understood and that I wasn’t alone.
Non-judgemental, honest answers to questions, given in a gentle and straightforward way – someone who is genuinely there to help and on your side.
Support groups matter
Carers who attended our support groups and events reported that they were of great value, as a source of information as well as being friendly and sociable, for example:
There is a wide range of support available that I knew nothing about until I joined the support group. I feel less isolated in that I can get in touch by phone or email when I need support.
When I have been to an Action for Carers group or event I feel uplifted and stronger.
Benefits and forms
Over 25% of respondents had received help with benefits, and many were hugely appreciative of our in depth knowledge of those systems:
I’d definitely recommend ACS to another carer – it’s so important to know that you are not alone. The help with benefits was AMAZING, I wouldn’t have been able to claim DLA or Carers Allowance otherwise.
Without the DLA I wouldn’t be able to get things my son needs, and without your help I would have struggled to fill in the form.
Other feedback
There are areas we will look to improve on based on some of the feedback, of course, including where and when our groups happen, the hours our Carers Information Centre phone team is open, and contact via the website options. But it’s great to know our service is of real value to the vast majority of respondents, and all the ACS staff, management and trustees thank you for your help in completing the survey and guiding our service.