Exploring the difference made by Support at home 57 appendix E Interview template – Red Cross staff & volunteers you & your role about it then please reassure them that’s fine & go to Q21. 1. When did you start working/ volunteering 16. Are there any specific criteria for referrals, in your current role for the Red Cross? for example, regarding the needs or current 2. What attracted you to the role? situation of potential service users? What 3. What was your background? are these? 4. Could you briefly summarise what you do 17. Do many people get turned down, because – what does your role involve? they don’t fit our criteria? Why would that be? 5. Thinking back to when you started this role, 18. And do many people refuse the service did you get any specific training to prepare themselves or decide they don’t need it? you for the job? Why would that be? 6. And what, if any, ongoing training and 19. Does the service have any targets to meet support do you get in your role? regarding the number of service users? What PROBE TO CHECK: Any training sessions, effect, if any, does this have on the service? workshops, briefings or information sessions, 20. Do you think the commissioning environment debriefing, one to ones/ supervisions, peer influences the work we do? For example our support etc. service priorities, developments or otherwise? How is that? the service 21. In your view, do you feel we are reaching people in the greatest need (who fit our 7. What would you say the aim of the service is? criteria), and who have nowhere else to turn? How would you describe that? Why is that? 8. Imagine I am completely new to the service – could you tell me about the key things you Value & impact provide? 9. Thinking about your past week, have you had 22. Thinking about the impact the service has on any direct contact with service users – either people’s lives. What difference do you think home visits or telephone calls? it makes to service users? Can you give me an If yes – could you tell me a little more detail example? Please probe fully… To what extent about those? do you feel the service users value the service? 10. Check if not already mentioned – Do you 23. What do you think people would do provide befriending? otherwise, if the service didn’t exist? If yes, could you tell me how this is done? 24. Do you think the service prevents people from i.e. Who provides this? How often? For how being admitted or readmitted into hospital? long? What does it involve? What makes you say that? Can you give me 11. Check if not already mentioned – Do you an example? provide signposting? 25. Can you describe any specific things in If yes, could you tell me how you do this? place that enable the service to prevent i.e. Who provides this? What does it involve? readmissions? How are staff & volunteers 12. In your view, what’s the best thing about equipped to do this through the information the service? or support they offer? 13. Is there anything you might like to change 26. Check if not already mentioned – Does the about the service? service support people who have just been discharged from hospital? your service users If yes, go to 27 If no, go to 28 14. Who is the service targeted at? 27. Do you think the service enables patients to be 15. Can you tell me a little bit about how referrals discharged quicker who might have otherwise are assessed and accepted as service users? had to stay in hospital longer? What makes INTERVIEWER: If the volunteer is not you say that? involved in this / doesn’t know anything