1. Connect Partnership Customer Insight – Leading to the older peoples prevention project LGCIF – 10 March 2011 Paul Hill Manager – Connect Partnership e: [email_address] t: 01723 232304 m: 07967 465232 f: 0870 2384159

9. If I could change anything (access to services ) Make the Little Red Bus Service more accessible Less jargon / plan English Better bus service One easy telephone number answered by a person Call a spade a spade, no impersonal or confusing initials Change 0845 numbers to free 0800 numbers Better public transport Forms in plain English Personal visits to and from services concerned No more automated menus, just get a human voice first time Improved telephone access to health services for personal direct medical advice One easy telephone number answered by a person One Stop Shop in the my town A person to help me with the various application forms GP’s and Post Office able to deal with enquiries about all services Single contact number A person who can tell me what I am entitled to and where I need to go A qualified service for senior citizen in need Much more regular communication with services generally Signposted to all services Council Offices and Housing Association based in town Common sense in all things One number to ask for help To receive clear concise information about the services that are available Improved care services (home & residential) Better transport Broader face-to-face access Simplified and clearer forms and information Broader telephony access Older Person Advocate who can help me with everything

10. Hopes and Fears Someone to do the little outside jobs e.g. Putting out the bin Help with garden & housework To remain in own home Becoming incapable of looking after myself and losing my independence Would like to replace the shower with bath Losing independence Remain independent & get help when needed Would like own property again Stay in own home as long as possible Being unable to keep my independence Remain independent To remain healthy, active and independent Losing mobility To remain independent To remain independent and in own home Warden visits Shortage of case workers Lack of funding leading to a curtailment of services Improved care for older people Help will be available as and when needed Struggle to get care when needed Lack of funding to help with care Being able to stay in my sheltered accommodation Adequate funding Budget cuts don't affect the cared for Good Government funding Lack of funding to cover future care expectations Still able to see friends Permanently good neighbours Keep all my friends Being isolated Dying alone Being able to visit friends and go on holiday Live in a friendly atmosphere Being left alone More opportunities to socialise Someone to contact in emergencies Able to socialise with friends/fear of isolation Health and community care under one budget Home Care Shortage of case workers Good standard of care when needed Access to good healthcare Getting looked after in later life Telecare Good quality primary care/support Being looked after when it is needed Having to go into hospital or a care home To remain reasonably well To stay healthy as long a possible Poor health To remain healthy, active and independent Losing mobility Able to get into town and do shopping Unable to use public transport Unable to get to my groups and do my shopping Extending the little red bus service Getting around Information on the services available or lack of it Assistance in applying for services One Stop Shop Easier access to services Better access to services Having a stroke and being unable to speak To be healthy as long as possible Safety, mobility, stability and transport Health - prevention

14. Customer Insight – Stage 2