We recently heard from a range of carers to hear what’s working well, what could be better, and what matters most. We wanted to make sure that our services, and any changes we make, are based on what carers want and need. This feedback will help shape our services and how we involve carers in Bexley Mencap going forward.
In total we had 38 survey responses, 13 workshop attendees and held 21 individual conversations with carers. Whilst there was a slight majority of older, female carers responding to the survey and attending workshops we made sure that individual conversations were held with carers across a broad range of ages, demographics and caring responsibilities.
What we do well
Carers shared high levels of satisfaction with:
- Compassionate, skilled staff who take the time to listen and help
- Practical support, such as help with form filling, navigating services, and advice
- Pathways and Family Support Service services which are viewed as vital, accessible and effective
- Prompt help and personalised advice which is consistently valued by carers
- The quality and range of activities and support for loved ones, giving carers a valued break
Feedback highlighted that carers felt heard, valued and respected, and appreciated that support was easy to access when they needed it.
What we could do better
While the overall feedback was very positive, carers also raised some areas for improvement:
- Evening and weekend options are limited, making it hard for working carers or those without respite to take part in carers services and activities
- We are not set up to directly support people with more complex needs, but we must be clearer about what we can and can’t offer ourselves whilst still advocating for those families
- Communication could be more consistent, especially in making sure all carers receive newsletters, updates, and event information.
- Information isn’t always timely or detailed enough – carers need advance notice of events
- Some services are not reaching younger or working carers, especially those who don’t attend groups or events.
How Carers Want to Be Involved
- Carers said they want to stay informed and involved but in ways that fit around busy lives.
- Many preferred quick, accessible formats like WhatsApp updates, newsletters, or one-question polls. While formal meetings suit some, others felt informal chats or drop-ins worked better.
- There was interest in more opportunities to meet and share experiences with other carers
- Some carers would like to contribute to shaping services through groups or advisory roles, especially if meetings are flexible and inclusive.
- Individual conversations reported highly that carers felt we kept in touch well and listened to their views
Our commitments and next steps
In response to what we heard shared, we will:
Communication and engagement
- Ask every carer how they would like to be contacted
- Make sure information is consistent and shared in plenty of time starting with setting up a carers WhatsApp broadcast group to share regular updates
- Try new ways to hear from carers e.g. quick polls, feedback in services
- Proactively check that all carers are signed up to newsletters
- Trial a “You Said, We Did” update to show the impact of carer feedback
Family Support Service
- Launch themed information workshops
- Host monthly carer coffee sessions focused on wellbeing and peer support
- Trial a variety of day and evening sessions with face to face and online options to see what works best
- Improve outreach to underrepresented carers
- Focus our 1-1 work with older carers to provide support with planning for the future
Thank you to everyone who took the time to share your views, ideas and experiences. Your feedback helps us understand what matters most and what we need to do better. We’re committed to making sure our work continues to reflect the needs of carers and is shaped by the people who use our services.