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Rosemary Wright commented reflecting on a disparity with EIBSS noted that the Scottish Scheme made a huge difference and had a real impact on her life and that this was just another example of how this Inquiry has been long overdue, as the same support was not available in England

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The response rate was 66%.SIBSS 2020 Customer Satisfaction Survey and 3-year Review of Service

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The response rate was 42% according to WIBSS Customer Satisfaction Survey Results 2021.

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EIBSS did not publish the results of a service satisfaction survey they conducted in 2022 which had a 56% response rate, just the headline that 92% gave an overall rating between 7 and 10 out of 10.

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EIBSS' key performance indicators were published in their Annual Report but did not include any measure of customer satisfaction.

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In her written statement Samantha May (manager of the Hepatitis C Trust helpline information and support service) reported that around one in ten of their contacts from people infected through blood and blood products concerned the support schemes, predominantly EIBSS.

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In her written statement Samantha May (manager of the Hepatitis C Trust helpline information and support service) reported that in her experience many infected people were not aware that they could claim from the various funds, found the applications daunting and the single greatest barrier to a successful claim was difficulty in finding medical records.

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In her written statement Samantha May (manager of the Hepatitis C Trust helpline information and support service) provided case studies of the considerable number of hours spent by the Trust supporting people seeking to access support from EIBSS.

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Dr Caroline Coffey, a consultant clinical psychologist with WIBSS, explained in a letter to the Welsh Government how the lack of parity exacerbated the psychological damage to individuals.

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In her oral evidence to the Inquiry, Dr Sarah Meekin reported: "we often hear people talking about people feeling like lower-class citizens in terms of how they feel that they were treated, and any lack of parity contributes to those feelings and to that experience, and so that has a sort of ongoing psychological impact as well".

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In a House of Commons debate, it was announced that England would follow the lead of the other three nations in providing access to a bespoke psychological support service for people infected and affected by infected blood products.

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In a statement made in Parliament, the Department of Health announced that the NHS Business Services Authority would administer the England Infected Blood Support Scheme.

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SIBSS conducted customer satisfaction surveys in 2018, 2020 and 2023, with 97% of respondents rating the overall service as good or very good in 2023.

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An example of how WIBSS assess their work comes from their Annual Report, in which key performance indicators were published but did not include any measure of customer satisfaction.

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In her written statement to the Inquiry, Jackie Britton described how things had improved a little with EIBSS publishing a guidance booklet but that implementing changes can be slow.

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Following Penny Mordaunt's announcement regarding the UK position, the Welsh Government made an announcement that they would provide funding to enable broad parity of annual and lump sum payments between the four national schemes.

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In a House of Commons debate, David Cameron announced that a further £125 million had been identified and a much fairer and more comprehensive scheme would guarantee that all those infected would receive a regular annual payment (applicable to England only).

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In Northern Ireland, Robin Swann announced annual financial support for those bereaved as a result of NHS contaminated blood.

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With regard to WIBSS, a witness described how they would have appreciated more financial assistance from the Welsh Government and that it "would be good if it was for life".

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Penny Mordaunt MP, on behalf of the four UK Health Departments co-ordinated a bid to the UK Treasury to fund the revised UK scheme which the Welsh Government did not have sight of.

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