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The Advisory Committee on the National Blood Transfusion Service discussed the topic of AIDS at a meeting. It was noted that the AIDS leaflets had been issued to regional transfusion centres for distribution.

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At a meeting of regional transfusion directors, Dr William Wagstaff reported that the response from regional transfusion directors had revealed that no offence had been caused to donors regarding the introduction of the AIDS leaflet at sessions.

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At a meeting of the Eastern division of the Blood Transfusion Service consultants, Dr Keith Rogers suggested a more active approach to the AIDS leaflets.

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Michael Gower was required by the EIBSS to get reports from consultants to prove that a mobility scooter was necessary. He described this as 'a hassle to apply for' and 'quite intrusive'.

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A witness described the EIBSS as "another label hanging around my neck. It advertises my issues about blood".

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A witness described the process of applying to the EIBSS as 'time consuming, demoralising, difficult, dependent on haemophilia centre support and extremely unfair'.

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Karisa Jones described the process of applying for financial assistance from WIBSS "straightforward" and "very helpful".

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Rita Kirkpatrick told the Inquiry that her husband received a letter about the new scheme in Northern Ireland but he then "received no further information" and it was "very difficult to find out information about the new scheme."

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Gary McKelvey told the Inquiry about the difficulties accessing support in Northern Ireland for his bereaved mother because his father's medical records had been destroyed.

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Gary McKelvey had difficulties accessing support in Northern Ireland for his bereaved mother because his father's medical records had been destroyed

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With SIBSS, the decision of whether to select "moderately" or "severely" affected when completing the forms for further payment was not altogether straightforward for some people, such as, Graeme Malloch

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Feyona McFarlane outlined that the SIBSS money didn't really change that she should have had a pension, a house bought and paid for, and some normal relationships and as she got older, it began to sink in that she had none of these things

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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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