Customer experience: Greg and Sue’s story

Your Stories

Scenario: In the past

Scene 1: Meet 49-yr-old Greg and his 77-year-old mum Sue.  Sue is starting to become frail and Greg needs advice on what to do.
Sue, 77, lives with her son Greg, 49. She has always been independent and has been fairly healthy and active throughout her life.

Scene 2: Sue’s health deteriorates
Sue starts to become frail and walking up and down the stairs becomes too much for her to handle. She is also struggling with shopping and getting out on her own. Greg is worried, while he does whatever he can he has a busy job and doesn’t have time to stay at home and look after his mum, but he doesn’t want her to go into a care home either.

Scene 3: Greg looks for support
Greg decides that he needs support to manage his mother’s deteriorating health but doesn’t know where to look. During his lunch break he rings the council and is put through to the switchboard. The operator isn’t sure which department Greg needs so she transfers him to the adult helpdesk.

Scene 4: Greg gets through to the right person but they need forms completing before they can help.
After a long conversation with the person on the helpdesk, it becomes clear that Greg’s mum needs a proper assessment. The helpdesk operator tells Greg he needs to fill in a form and offers to post one out to him. By this time Greg has used up most of his lunch break and he feels like there’s a long way to go before he receives the help he needs.

Scene 5: Greg feels stressed and as though he hasn’t got anywhere.
Greg goes back to work feeling hungry and frustrated that he spent his lunch break on the telephone but doesn’t feel like he achieved very much. He then waits to receive his form in the post while the situation with his mum doesn’t get any better.


Scenario: In the future

Scene 1: Meet 49-yr-old Greg and his 77-yr-old mum Sue.  Sue is starting to become frail and Greg needs advice on what to do.
Sue, 77, lives with her son Greg, 49. She has always been independent and has been fairly healthy and active throughout her life.

Scene 2: Sue’s health deteriorates
Sue starts to become frail and walking up and down the stairs becomes too much for her to handle. She is also struggling with shopping and getting out on her own. Greg is worried, but as he has a busy job he doesn’t have time to stay at home and look after his mum.

Scene 3: Greg visits the website and is able to find the information he is looking for very quickly and easily
Greg feels that he needs support to manage his mother’s deteriorating health and decides to visit the council website during his lunch break to see what information there is available.

Scene 4: Greg finds what he needs straight away and is happy.
Greg quickly finds information on community support that is available to support Sue with her shopping and getting around. He is also able to fill in an online referral form which will be sent directly to the local integrated community team so the council and its partners can set up an assessment of Sue’s needs.

Scene 5: Sue has her assessment and a stairlift is fitted and she is getting support from local community groups so she can still get around.
Greg gets in touch with some of the community groups he was signposted to on the council website and he is immediately able to access support to help Sue with shopping and getting around. Sue feels happier already.

Following the submission of the online form, an assessor comes out and suggests that Sue needs a stair lift to help her get up the stairs. Stair lift is put in and both Greg and Sue are happy.

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