What we’ve been doing
Listening to the community
We have spoken to infected and affected people, stakeholder groups and community organisations to make sure we build the service around their needs. This has included community group sessions, drop-in events across the country, user research, and implementing a formal feedback procedure for concerns raised following the closure of the Infected Blood Inquiry. We have listened and will continue to listen, making changes where we can.
Building the service in the open
We have been building the compensation service in the open, keeping you updated at every stage through our public board meetings, community updates, social media posts, and more. This includes sharing updates on our recruitment and training, providing claim statistics and intake numbers, and launching tools like our compensation calculator, registration service, and make a claim digital portal.
So far, we have asked living infected people, affected people, and people making a claim on behalf of a deceased infected person to start their claim. We started with smaller groups so we could learn quickly and make improvements as we went. You can see how claims are progressing and how IBCA is operating in our regular stats publication.
Improving the service
We continuously gather feedback from the community as well as key learnings from every claim, making improvements where possible. This helps us process claims more quickly and bring more people into the service.
We have also implemented changes from the second and third sets of regulations and will continue to do so as further regulations come into force.