Satisfaction survey 2015


You have provided high quality support to my mother – in – law for over 18 years – your staff demonstrate commitment and genuine caring qualities and regularly go over and above what is expected of them.”

Penny Machin



As part of our ongoing appraisal of Crossroads Care in the Vale’s services, questionnaires were sent to carers in August and September 2015, of which 42% were completed and returned. We have included a range of comments from carers and professionals.

The range of services that Crossroads provides, from the point of diagnosis to the end of the caring role, enables many Carers to remain in employment. The comments provided by those in employment are indicated as follows: ¨¨ = Full time employment ¨ = Part time employment.

The quotes in italics reflect the specific comments carers have offered that suggest their relative would have been unable to remain in the community had it not been for the support of Crossroads Care.


What difference has the Crossroads service made to you?

It means I am able to attend appointments and do shopping when my husband is looked after by Crossroads.

Wonderful service. During the summer school holidays my husband had a few extra days in day care which enabled me to spend some precious days with out with my Grand-Daughter.

¨¨ I couldn’t manage without you.

Allowed me to benefit from relaxation time.

Crossroads staff have become my friends and support.

¨¨ We can be sure Mum is mixing with other people apart from family and carers. She looks forward to going and it eases pressure on us.

I am able to do things like doing business, hospital and doctors appointments for me and it is easier to go shopping.

A great help in giving me “time” for myself as “sits” and when in Day Centre.

My husband enjoys it so much.

Piece of mind.

It is important for me to have someone sympathetic to talk to.

Although the service is currently limited to one day a week the knowledge that further expert assistance is available is a great comfort to me as is the general involvement of such a professional organisation.

Crossroads has made a huge difference. I no longer have to worry about whether my friend has had a meal.

¨ Huge difference. I know what Mum is a) Doing, b) What medical appointments have resulted in, c) That Mum is safely taking medication and d) That Mum is not so isolated. Feel less stressed and less ‘responsible’ for mum.

Crossroads Care has helped me to relax – and my husband to have time away from home to meet other people.

Given me more confidence that mum is getting the right help.

The Crossroads service is dependable.

Peace of mind, knowledge that someone is calling every day and receiving meals regularly.

¨¨ It has eased the burden, my mother enjoys the company at the Day Centre and my brother and I can continue to work knowing she is safe. My mother is happy, so we are happy, but it is reassuring to know that we can speak to someone at Crossroads at any time. We can be confident that she is in a safe, caring environment and is eating proper meals.

Huge amount of support, enabled me to de – stress and find my way around the system!

Able to keep mum and dad at home, able to get food in and have someone to talk to about problems.

Increased my ability to care, relieving pressure and improving my wife’s life.

¨ Caring is hard. It is a constant responsibility, having a short break makes a massive difference and allows you to recharge and regain perspective.

Able to have a few hours ‘freedom’ to do other things.

¨ Has helped share the strain of caring for mum especially with my work commitments.

¨ I live away from Mum and the professional caring support from Crossroads enables her to live independently.

Helped my wife to lead a quite happy life until recently.

I don’t think I could have managed if my husband didn’t have Day Care from Crossroads.

2 days a week not worrying about Mum.

Particularly reassuring when I am away from home/travelling.

The additional involvement has been reassuring.

It gave my wife company for one day a week, when I feel she is looked after in my absence.

¨ It has meant that my Mum can live independently and that I can continue to work Full-Time.

Just gives my husband and I a break for one and half hours.

Mum has built up a good relationship with Crossroads representative and it is good to know there is other support.

¨ I’m calmer. Don’t panic/worry so much or so quickly. Able to step out/ look from outside in. Feel I have caring/ sensible backup from trustworthy individuals.

¨ My business would have failed over the last 2 or 3 years.

Helps with routine things so I can care for my husband.

Given me piece of mind and confidence for my Mother’s safety.

¨ I don’t need to worry so much as I know the service goes in every day and if anything was wrong they would inform me. I can get on with family life.

¨ Piece of mind knowing that mum receives excellent support when engaging in activities that she would not otherwise be able to pursue.

¨ Crossroads stopped me from having a huge meltdown, they were there for me all the time.

Given time to get dressed oneself and tidy house or take own tablets, or do other chores outside as someone can keep an eye on Mum. Able to make phone calls etc.

Provision of meals, help with shopping and personal hygiene has helped to maintain independence. Very satisfied no complaints.

¨ Thank You, Thank You, Thank You. You guys have been lifesavers, both for dad and myself.

It provides an easier start to the day and less anxiety with regard to providing proper personal care. Very High standard.

¨ Peace of mind whilst Mother is in Day Centre.

It has helped me to continue to care for my mother whilst remaining in her own home.

1 day a week means I get to have a break. I would like more but my husband is not agreeable.

¨ A friendly supportive service to ensure that my mother’s needs are taken care of – an extension of myself enabling me to work and maintain my lifestyle and with peace of mind that her needs are met.

Has certainly helped but still under stress much of the time. Knowing my mum is safe when carers are with her.

It was/is good to meet people in my situation – They understand in a way others cannot. I have met a couple of “Girls” I will keep in contact with.

I rely on them as I live such a long away from my mother. I live 300 miles from my mother and rely on the carers to take care of her.


Please comment on your experience of Crossroads care in the home:

Crossroads Care Services in the Home Excellent Good Average Poor No Response
Ease of contact with office 85.4% 10.4% 2.1% 0% 2%
Adaptable to your changing needs 65.3% 24.5% 0% 0% 10%
Punctuality/reliability of care staff 75.5% 20.4% 0% 0% 4%
Completion of tasks as per Care Plan 59.6% 23.4% 0% 0% 17.0%
Empathic understanding of staff 68.6% 27.5% 0% 0% 4%
Kind & caring nature of staff 80.0% 16.0% 0% 0% 4%
Staff Knowledge & understanding of dementia 83.7% 12.2% 0% 0% 4%
Training and competence of staff 68.6% 23.5% 2% 0% 6%
Respect shown to your relative 84.0% 12.0% 0% 0% 4%
Preserving your relative’s dignity 83.3% 12.5% 0% 0% 4%


Comments or concerns about Crossroads care in the home:

¨ It has been brilliant – thank you!

Nothing but praise.

¨ Office staff are excellent and always phone me with any issues or concerns which reassures me as I live away.

¨ I only have excellent things to say about Crossroads.

Excellent all round service.

So far exceeded expectations.

We have only used Crossroads care on one occasion.

An excellent service, and a great help to me his 24hr carer.

Crossroads does not care for my husband in our home but the staff who collect him and return him are kind, caring and competent.

¨ Your carers are exceptional.

¨ Without Crossroads Care I doubt that I would be able to work full-time and it’s possible mum would need residential care.

It has been brilliant thank you.

Has tremendous value Re: Helping to extend the caring role and helping to ease physical and mental strain.

I would just like to say that Norma helped me through some very difficult situations. Norma is a real asset!!

I just wish to say that to the best of my knowledge you run a professional, efficient and caring service for which I am very grateful.

Keep up the good work.

We feel secure with your help.

¨ Excellent, caring individuals, just a shame that they do not do evening calls to make dad safe in bed. (Fills hot water bottle with scalding water) other agencies attend but he just goes up earlier to avoid these new strangers! Thank you all so much I feel I’m getting my life back!

¨ Friendly and supportive, approachable, very kind and caring.

Crossroads Care and the staff are caring, professional, compassionate people who are worth their weight in gold and I cannot thank them enough from the bottom of my heart.

There has been an issue regarding the use of the key safe to ensure Mum’s security when the Care Workers leave. I trust that this has now been resolved as she has demonstrated her ability to lock and unlock the front door!   Crossroads support prevents potential isolation for Mum while I work Full Time. (This situation has now been resolved)

Couldn’t be without them, excellent service always there to listen and help.

No concerns. The girls are marvellous. All very kind and helpful. Office staff also. Crossroads staff coming to care for my Mother means I can visit relatives or friends and not worry or rush home. I would not hesitate to recommend Crossroads to anyone looking for help in caring for a relative with Dementia.

The carer who came was warm, friendly, reassuring and confident. (Her name was Amanda).

Very pleased with all aspects, however I would like a little more help for Mum in the evenings.

Crossroads staff are all very kind and caring and because of their specialist training are able to balance supporting Mum, while enabling her to feel in control of her life.

A massive thank you to you all as your patience, sense of humour, caring and kindness are such a wonderful support to Mum and all her family.

As my mother is still self supporting, even though she has early Alzheimer’s disease her current needs are centred on keeping active and socialising. These are the aspects that I would appreciate Crossroads focussing on. (This lady now attends our social group)

The staff are warm, helpful, understanding, caring and considerate and I extend my gratitude to all of them.

¨ Not aware of all services available e.g. Care in the home, not widely known or advertised. (The carer has been contacted)


¨ There are a few members of the family that help with my Aunt’s care. She has had a longstanding wound on her leg that has needed regular nurses appointments. As a family we have not been able to take her to these appointments so it has been a great help where you have been able to change her care package to take her to these appointments.

The continuity of the same carers is usually good, I think this is extremely important. The office staff, particularly Tina, has been most helpful in making me aware of financial help available for clients and supporting me to obtain benefits my Mother is entitled to.

Would be interested in finding out about any respite care for a week. (The carer has been contacted)

¨ Exemplary service. Cannot commend them enough. They make my life bearable and my Mother’s wish to remain at home achievable. I am able to work 3 days a week and run my own family’s responsibilities and chores. Mum feels happy and safe with Crossroads Carers and considers them as friends. Excellent communication with regular updates and reviews. Adaptable and friendly and approachable – A real bonus under difficult circumstances.

Many of the good tick boxes are excellent but varies with different carers. Without the help of caring services my role would be 24/7.

If possible a male companion would be appreciated. (Unfortunately male care workers are very difficult to find)

I was put into contact with Crossroads as my husband was going into Residential Care so they were not involved with him.


Other services for clients provided by Crossroads


  Excellent Good Average Poor
St John Day centre, Barry Island 77.8% 30.4%
Lunch Club (Barry: Thursday) 33% 67%
Trinity Lunch Club (Penarth: Thursday) 14.3% 85.7%
Men’s Group (Barry: Wednesday) 89.9% 11.1%


Other services provided for clients by Crossroads

The Day Centre provides lots of activities, he talks to friends and enjoys the day. I also have some free time.

I am free to attend appointments and socialise with friends. He really enjoys his two days out at the Day Care Centre and he has a break from me!

I have free time for exercise, fresh air, gardening activities. I hope she benefits from meeting new people and improving her conversational ability.

I am able to catch up with my life. Keeps him happy.

Helps a lot. He does not remember anything to give me feedback when asked.

¨ Helps keep her active and socialising.

¨ We can be happy that one day a week mum is fully occupied. Keeps her busy. She enjoys her visits.

I know he is well cared for, and I have a few hours to be out, or do what I need to do. He is more lively on the days he attends the Day Centre.

Knowing he will be safe and happy while he is at St John’s Day Centre. Mixing with like minded people and enjoying the activities. Great.

Gets her out but the venues are poor. (The carer has been contacted)

The two days mum attends the Day Centre are relief days for me. Mum always comes home stimulated and more focused.

It is very stressful on a Thursday morning trying to persuade my friend to go. It does her good to converse with other people.

Knowing Mum is in safe hands. Getting her out of her environment.

I am happy he is in safe hands. He goes to the Day Centre for my benefit. I know he doesn’t like going but doesn’t talk about it. I wish they could be taken out now and again but realise that would entail more costly staffing.

Client did go to Men’s Group but I understand from him that he no longer does. This is due to his personal preference and not the service provided.

¨ Provision of meals and knowing that she is in safe hands. She looks forward to the company of others, but also we know she is eating properly on those days without our intervention.

Keeps interaction with others alive.

The Day Centre is the only time mum goes out.

¨ He enjoys the Day Centre and now trusts and looks forward to his visits where as previously he was always worried as to who was calling. He now knows and recognisees his new friends. Thanks again.

¨ Mum is able to have a shower which she is unable to do at home because she lives downstairs. She also receives care form the chiropodist which is vital as she is diabetic. Mum enjoys the sessions and I love the fact that she seems to be encouraged to be creative and to make things.

Two whole days enable me to help other family (babysitting) and to travel long distance to visit other family. My Mother meets people other than family and Day Centre is a nice day out for her.

Provides space for activities and relaxation. Good social interactions, activities and practical work.

I am able to walk every day with my sister. I think he benefits by mixing with other people.

¨ Stimulation / change of scene.

¨ My relative is a very sociable person who loves mixing with others.

I do not have to provide a hot meal on that day. The session benefits my relative by them be able to take part in a social activity other than with family and to socialise with others of similar age group.

Obviously without the constant repetitiveness whilst caring for my husband it gives me a break and a rest. My husband is not very communicative about what he has done during the day.


Crossroads Counselling Service and Social/Support Groups for Carers

(facilitated by Susie Moreton who left Crossroads July 2015)

  Significantly Moderately Not at all
Has the Counselling support you have received improved your well being? 72.7% 18.2% 9.1%
Do you feel this has benefited the way that you relate to your relative? 50.0% 50.0% 0.0%


Satisfaction with therapeutic/support groups

  Excellent Good Average Poor
Barry 75.0% 25.0% 0.0% 0.0%
Penarth 50.0% 50.0% 0.0% 0.0%
Western 100.0% 0.0% 0.0% 0.0%
CAMEO 100.0% 0.0% 0.0% 0.0%
Evening 0.0% 100.0% 0.0% 0.0%


Feel less stressed and less ‘responsible’ for mum.

¨ Excellent. Susie redirected me on how to listen, put myself higher up than bottom of list! Be able to say NO! Learn not to blame myself. Guilt free. I wish Susie well in her new venture. 100% I’ve met a truly wonderful individual that turned my life around and takes no credit whatsoever – says “I did it”. An inspirational individual.

¨ I’ve learnt to go with the flow – play the game- not question/argue/worry dad, just agree and change conversation. Avoid upsets, learn to calm self and him, support him and make him feel safe and secure.

Susie and her team were my support, without them I couldn’t have coped. I wish I could have taken them home with me.

Susie Moreton went above and beyond for me she is an angel and I could not have carried on without her support.

It is good to meet other people who have shared experiences. The speakers are always interesting. Good to go out with my husband and meet other people. He enjoyed the meal and the music, a nice change of him.

I have enjoyed it. He only comes for the tea and biscuits.

Got on very well indeed with Susie as yet, have not had at this time had a one to one with Jayne, but she seems very nice.

Christmas and Easter event still very stressful, he thought it was alright.

¨ Good Support/Empathic/Focused.

¨ Excellent. Really helped me to keep positive through a very traumatic year. Better understanding of my own needs has helped me manage the emotional impact of caring for someone with dementia better and to cope with Mum’s anger better.

¨ Having a Counsellor available who is knowledgeable about dementia and its impact on the wider family has been invaluable to me. Being able to see her within a couple of weeks of my Mum becoming psychotic was a “Life Saver” for myself and my long suffering family as I had someone outside the situation to talk to.

Good to interact with others in same situation in a festive atmosphere.

Great support from both Susie and Jayne after my husband passed away (1 year ago this week). Somebody outside the family is good for me. The social groups Western Vale and Cameo are something to look forward to. Meeting new and old friends cheers you up.

As for myself it has helped me by talking to a counsellor.

Life Saver – was able to take a deep breath! I do not feel so guilty. All meetings were at a time when I needed them.


Are there any other services that you would like Crossroads Care in the Vale (EMI) to develop? (Our responses in brackets & italics)

  1. Would like a ‘report’ weekly – just an emailed update re: what’s happened and maybe include a plan of next week. (This carer has been contacted)
  2. Please! Electronic transfers rather than cheques. (Unfortunately this is too expensive to introduce)
  3. Social Visits: Night/late calls (Penarth Area) (We have been undertaking a recruitment drive and hope this is feasible in the near future)
  4. Suggest cleaners or general domestic helpers. (This carer has been contacted)
  5. As mum’s recollection of the day is limited due to condition it would be good to get some direct feedback on well being/activities at Day Centre without me having to contact you. (New notebooks have been introduced in which care workers detail the activities and the notebooks travel back with the client)
  6. One to One befriending for people with Dementia who would find it hard to join a group activity. Loneliness if they live alone is a huge issue as social skills and competence fade.
  7. Would like a bit more communication about what my husband is doing during his day at the day centre. (as above)
  8. Respite Care! (Crossroads is not able to provide residential respite care)


Other agencies’ services (not Crossroads)

16 carers who returned the questionnaires had previous experience of other organisations providing a service to their dependent relative. Below are the opinions they shared about other agencies; the figures are in percentages.


  Excellent Good Average Poor
Ease of contact with office 28.6% 21.4% 28.6% 21.4%
Adaptable to your changing needs 25.0% 25.0% 41.7% 8.3%
Punctuality/reliability of care staff 33.3% 25.0% 33.3% 8.3%
Completion of tasks as per Care Plan 9.1% 36.4% 45.5% 9.1%
Empathy of staff 25.0% 33.3% 33.3% 8.3%
Kind & caring nature of staff 27.3% 36.4% 36.4% 0.0%
Knowledge of dementia 9.1% 45.5% 36.4% 9.1%
Training and competence of staff 16.7% 50.0% 25.0% 8.3%
Respect shown to your relative 30.8% 38.5% 23.1% 7.7%
Preserving your relative’s dignity 28.6% 35.7% 28.6% 7.1%


¨ They have only managed 2 people to introduce themselves to Dad so if they are unable to change to much earlier I have requested changing back to an hour. Tea time call for socialisation much more useful.

¨ Kind enough. A new agency has just started night calls but they are so late he is always in bed/dreams/nightmares/voices. I am in process of stopping them.

The continuity of the staff is excellent and the carers are very understanding and obliging. Also very nice people.

Used Solace and they were and still are good now my caring role has drastically eased.

Other agency provides evening care for him and puts him to bed about 9 – 9.30pm.

Recently the care providers that help mum at the weekend have been most helpful, enabling mum to get to church. Very positive result.

It has been a few years since Mum had another agency so is difficult to answer. As Crossroads is a specialist agency they all seem to cope with mum much better.

It is a good service that provides weekly company for my wife and a care free day for me.

Social Services provided a carer who did not speak good English, who was going to allow him to wander outside. (Friends intervened) and who made no effort to clean him up when his shirt became soiled.

Has let us down constantly.

Most recent agency- small – local but quick staff turnover. Stressful at times as no shadowing before new carer comes usually to call.

¨ We now use —– Care who are very good. Initially Social Services contracted —- Care. There care was truly appalling and unprofessional. Following a complaint Social Services agreed my Mum could move her care to —– .

Tenby area were poor as my husband was difficult and often didn’t attend. Changed agency before leaving the area. Came here to be next to son and stepson.



Questionnaires were sent to staff at Social Services and the Memory Team at Llandough Hospital, from whom we receive most of our referrals for care, also to Cardiff and Vale University Health Board. Their responses (%) are represented by the following table:


  Excellent Good Average Poor
Communication with the office 69.2% 30.8% 0.0% 0.0%
Keeping you informed of issues 61.5% 38.5% 0.0% 0.0%
Flexibility regarding provision of care 23.1% 61.5% 15.4% 0.0%
Punctuality/reliability of Care Workers 25.0% 75.0% 0.0% 0.0%
Completion of tasks as per care plan 38.5% 61.5% 0.0% 0.0%
Knowledge & competence of Care Workers 23.1% 76.9% 0.0% 0.0%
Support & understanding for client & carer 46.2% 53.8% 0.0% 0.0%


We are very grateful that the statutory professionals have taken the time to respond to the questions and again, Crossroads would like to take the opportunity to respond to some of the comments.


Comments from the professionals within the statutory services:

  • “Unfortunately Crossroads are not always able to respond to changing needs i.e. change or increase in provision of care.”    Mathew Williams, Social Worker Vale Of Glamorgan Local Authority

Crossroads response: We would love to be able to respond effectively to every change required in a package of care, but due to staff capacity this is not always possible. We have initiated many recruitment drives in the last few months and will continue to do so. We are also offering new terms and conditions of employment in order to attract more staff.


  • “More Carers to provide more care packages.”                  Gail Pickford

                                                       Occupational Therapist C & V University Health Board

Crossroads response: As above


  • “I believe Crossroads provide an excellent service and always feel that the client is well cared for and supported. Please keep the good work up. ”                                                                                   Anonymous                                                                                                

          Crossroads response: Thank you


  • Crossroads work in a positive way with a client focused approach to providing care provision. Sheryl-Townsend-Ryan,  Social Worker Vale Of Glamorgan

Crossroads response: Thank you


  • Need bigger premises and more staff to provide increased services

Zoe Pearce, CPN (CMHTOP)


Is there anything we could be doing better?

  • Provide equitable services across the Vale of Glamorgan.    Mathew Williams

Social Worker Vale Of Glamorgan Local Authority

Crossroads response: It is encouraging that you want Crossroads to provide services     on a broader geographical basis and we would be pleased to provide such services.     However, it is difficult to recruit staff who live in the Western Vale, so the challenges        of the NMW and paying travel time from Barry make it financially unviable.


  • Staff are very good and understand Dementia and needs of clients. ( Well trained, most employees)          Anonymous                                                                        

     Crossroads response: Thank you. We invest considerably in our training  


  • Crossroads should consider taking on the Western Vale again, (Much Needed). Employ more staff. Anonymous


  • Lack of carers available to do large care packages Anonymous


  • More carers to cover the Western Vale again. Anonymous


We would welcome comments on other aspects of our services, as follows:


Day Care: St John Bungalow


  • Provide additional days at Day Centre.

Crossroads response: We have been discussing the possibility of opening the day centre on Sundays with the Local Authority, however we recognise that additional funding is difficult to access in the present financial climate.


  • Longer hours on a Saturday, also to open on Sundays.


  • Small, but welcoming Crossroads response: Thank you


  • More activities needed especially with the more mobile clients. (Appreciate that more staff will be needed).

Crossroads response: Sadly, more staff would require an increase in the contractual arrangements for the service.


Social Groups: Luncheon clubs, afternoon groups, Men’s Group.


  • To explore more person centred approach to groups. Service user led.


  • Luncheon Group for Western Vale.

Crossroads response: This group ceased due to insufficient numbers of clients, then a lack of staff in the area.


  • Needed in the Western Vale.


  • These are essential and I have always had reports that Clients enjoy these meetings.

     Crossroads response:  Thank you.


Individual Counselling and Carers’ support/social Groups?

  • Recent contact: Prompt response to crisis of carer. Thank You.
  • Counsellor seems very experienced – a really worthwhile addition to service.
  • Excellent Feedback.
  • Excellent in supporting and helping carers. Very understanding.
  • The staff especially Susie helped me.


Crossroads response: Thank you. We know the free Counselling Service is an essential part of the provision we offer and many family carers have benefited from the support it provides and thereby reducing the stress of their caring roles.


Is there anything we could do better concerning any other aspects of our service.

  • Provide extra domiciliary provision.
  • As stated in Dom Care. More of you!!
  • More trained staff.
  • Day care Saturday and Sunday longer hours.
  • If possible take clients out of the Day Centre now and again.
  • Cover the Western Vale and organise a lunch group in that area.
  • Better flexibility and capacity to take on more comprehensive care packages.
  • More staff.
  • More groups if you had more staff. Maybe reminiscence work within a group. Maybe a walking group.

          Crossroads response: We are encouraged and delighted that you would like an   expansion of our services both in terms of staffing and provision. We are addressing           those issues.

How do we compare with other agencies?

  • Other agencies are providing competitive services and are expanding their provision/knowledge of dementia. Matt Williams

Social Worker, Vale of Glamorgan Social Services Local Authority


  • Much better knowledge of Mental Health.


  • Sensible use of initiative in difficult situations.


  • Good communication      Gail Pickford                                                                                                                    

                                                       Occupational Therapist C & V University Health Board


  • I am aware that Crossroads delivers excellent standard of care to service users with Mental Health Issues.          Anonymous                                                                        


  • I feel that Crossroads offer a much better service but again should cover the Western Vale. Care Workers on the whole very good and would go that extra mile if need be. Anonymous


  • It appears to be the case now that other agencies are developing specialism in Mental Health/Dementia and are giving a very flexible approach with capacity.              Anonymous


  • Crossroads on the whole provides a better service with competent care workers. Crossroads carers also work as a team which often does not happen with private agencies. Anonymous                                                                                                                                        
  • Dementia care training is more enhanced than other agencies.              

                                                                                             Sheryl-Townsend Ryan

                                                                         Social Worker Vale of Glamorgan


  • Personally I find the service provides more than others.          Zoe Pearce,  CPN (CMHTOP)


And finally…..

On behalf of the Board of Trustees, the care team, the counsellor, the office staff and not least, all the highly valued care workers, I would like to extend my thanks to all those who took the time to complete the questionnaire. Your comments are greatly appreciated and enable the service to underpin the positive aspects of our work and reflect on a few areas where we can make improvements.


Fiona Guthrie

Scheme Manager (CEO)


An electronic Word version of this is available to download from this website.