K. Major issues highlighted by feedback received from service users

Service users range from persons who need 24-hour support (such as rare genetic diseases patients) to the ones who are able to conduct most everyday tasks themselves and need minor assistance while using the service.

Feedback from two service users was gathered. Both users had a different need for care: one was an 18-year-old woman fully dependent on external help, while the other was a 23-year-old man with extensive assistance needs. The two service users are henceforth referred to as W18 and M23.

The service users cannot express themselves verbally. W18 expresses satisfaction through facial expressions and, when happy with the situation, smiles and is calm. Otherwise, they would cry and express dissatisfaction with sounds. W18 is quite satisfied with the service and would like to use it more often.

M23 is living with a rare disease and is able to walk and eat but cannot express verbally. He is very satisfied, demonstrated by his willingness to take part in all activities unprompted, his calm behaviour, very happy facial expressions and the increased use of his own initiative for executing several everyday tasks, which had previously been challenging. Living in his own apartment with very few disturbing events (compared to the childcare setting he had been using until the age of 18) has impacted positively on his well-being.

Both users are already familiar with the care staff of the service, having grown out of previous childcare services that were provided to them up to the age of 18. For M23, the service is the only suitable setting mapped so far, apart from his home. Identifying an independent living solution for M23 shall take into consideration the circumstances of the current interval care setting.

Service uses appreciate that their surroundings are well equipped, not too crowded, and allow for the use the outdoor areas and spending time in nature. The flexibility of the service is hugely appreciated. Furthermore, 1:1 care for both service users in their living facilities is something that the service provider is continuing despite struggling with ever higher expenses for maintaining the facilities, retaining staff and securing high levels of service.