Resources

Developed by the Meals on Wheels UK project, University of Bristol.

When someone is looking for Meals on Wheels, they often start online. This might be an older person, a family member, a carer, a social worker, a hospital discharge team, or another referrer.

Research from the Meals on Wheels UK project at the University of Bristol found that people value clear, practical information when deciding whether a service is suitable. This includes information about the meals, what support is provided, reliability and flexibility around the meal deliveries, and cost.

This checklist is designed to help providers make their websites clearer, more useful, and easier to act on.

Why this matters

Clear online information can help people:

• understand whether your service is right for them or someone they support
• make referrals more confidently
• reduce unnecessary phone or email enquiries
• compare options where more than one service is available
• access support earlier

Even simple changes (such as making your delivery area, contact details, costs, and eligibility criteria easy to find) can make a real difference.

Website information checklist for Meals on Wheels providers

1. Basic service information

Include:

• Name of the service
• Type of provider, e.g. council-run, charity, social enterprise, private provider
• Delivery areas covered
• Full address and postcode, where appropriate
• Whether the information on the page is up to date
• State when the page was last reviewed or updated

Tip: If you only deliver to certain postcodes, villages, towns, or neighbourhoods, list these clearly and keep these up to date.

2. Contact details

Make it easy for people to get in touch.

Include:

• Telephone number
• A working email address
• Contact form, if available
• Opening hours for enquiries
• Expected response time, if possible
• What to do if someone cannot get through

Tip: Families and referrers often need to make decisions quickly. If your inbox or phone line is not monitored daily, say when people can expect a response.

3. Who the service is for

Explain who can use the service.

Include:

• Main target population
• Age criteria, if any
• Whether you support people with disabilities, dementia, mental health conditions, recovery after hospital discharge, or other needs
• Whether people can self-refer
• Whether referrals are accepted from family members, carers, social workers, NHS teams, or others
• Whether an assessment is required

Tip: Avoid assuming people know they are “eligible”. Spell it out clearly.

4. Meals provided

People want to know what they will actually receive.

Include:

• Type of meals, e.g. hot, chilled, frozen, or a mix
• Whether any preparation is required to eat the meal (e.g. reheating in the microwave/ stove/ oven)
• Number of courses (e.g. main and dessert or soup and a main)
• Whether the service provides lunch only or meals for other eating occasions too (e.g. light breakfast for the next day)
• Whether light meals, sandwiches, desserts, snacks, or tea-time options are available
• How often the menu changes or rotates (e.g. variety of meals)
• How many choices are available per meal (e.g. choice of two mains and two desserts)
• Sample online menus
• Portion sizes, if appropriate
• Nutritional information, where available
• Food hygiene rating

Tip: A sample menu can be very helpful.

5. Dietary needs and preferences

Include:

• Whether you cater for specific diets
• Provide examples, e.g. vegetarian, vegan, gluten-free, texture-modified, diabetic-friendly, low salt, cultural or religious dietary needs
• How allergies are handled
• How people should tell you about dietary requirements
• Whether meals can be adapted to meet specific individual needs or preferences

Tip: If you cannot cater for certain needs, say so clearly and kindly.

6. What support is provided alongside the meal

Meals on Wheels is often valued because it is more than food.

Include whether you provide:

• Wellbeing checks
• Social contact
• Escalation of concerns to family, carers, and/ or professionals
• Plating up the meal
• Cutting up food
• Prompting or reminding, where appropriate (e.g. to have a drink or to take medication)
• Signposting to other services
• Additional support, such as delivering basic groceries or providing other practical help
• Who delivers the meals (e.g. if the drivers are DBS-checked, or if it’s usually the same driver delivering to someone)

Tip: Explain what happens if a driver or volunteer is concerned about someone’s wellbeing.

7. Delivery frequency and timing

Include:

• Days of delivery
• Whether weekend or bank holiday meal deliveries are available
• Typical time window of the delivery
• Whether delivery times can vary
• Minimum number of meals per week, if any
• Whether short-term support is available, e.g. after hospital discharge
• How much notice is needed to start, pause, or cancel the service, or change meals

Tip: Reliability and flexibility were highlighted in our research as important information for people considering Meals on Wheels.

8. Cost and payment

Be as clear as possible.

Include:

• Cost per meal
• What is included in the price
• Whether delivery is included
• Whether prices differ by number of courses or meal type
• Whether subsidies or funding support are available
• Payment options, e.g. direct debit, card, invoice, phone payment, pay-as-you-go
• When payment is taken, e.g. in advance or in arrears
• What happens if someone has difficulty paying

Tip: Cost is one of the key pieces of information people value when deciding whether to access a service.

9. How to start using the service

Make the next step obvious.

Include:

• How to enquire
• How to refer someone
• What information is needed to register
• How quickly the service can usually start
• Whether a trial period is available
• Who can complete the referral
• What happens after someone gets in touch

Tip: A simple “Start a referral” button or short online form can make the process easier.

10. Testimonials and real experiences

Including short testimonials or real-life examples can help people understand what your service is like in practice.

These might include:

• feedback from people receiving the service (including about the taste and quality of the meals)
• comments from family members or carers
• examples of how the service has supported someone
• short quotes highlighting reliability, quality of food, or wellbeing support

Tip: Keep testimonials short, clear, and anonymised where appropriate. Focus on real experiences that reflect what people value most about the service.

Quick website check

Before publishing, ask:

• Can someone find your delivery area in under 30 seconds?
• Can they see how much the service costs?
• Can they tell whether you provide wellbeing checks?
• Can they find a working phone number or email address?
• Can a family member or referrer understand how to start the service?
• Is the page written in plain language?
• Has the page been checked recently?

Based on research and provider experience

This checklist is based on findings from research by the Meals on Wheels UK project at the University of Bristol, and ongoing engagement with Meals on Wheels providers, service users, and referrers.

In a qualitative study with service users and referrers, participants highlighted the importance of clear information about meals, services provided, reliability and flexibility around the meal deliveries, and cost, when considering accessing Meals on Wheels.

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Developed by the Meals on Wheels UK project, University of Bristol.

Why this matters

People often compare Meals on Wheels with other types of meal delivery, such as supermarket deliveries or prepared meal services.

While these services can be useful, Meals on Wheels offers something different.

This guide helps providers clearly explain that difference to families, professionals, and decision-makers.

Meals on Wheels: more than food delivery

Meals on Wheels combines food provision with support.

Alongside meals, services provide:

• regular, reliable contact
• wellbeing checks
• informal monitoring of changes in health or behaviour
• reassurance for families and carers
• support to remain independent at home

What makes it different?

Meals on Wheels	Other forms of meal delivery
Regular, consistent contact	One-off or irregular delivery
Known driver or volunteer	Anonymous courier
Wellbeing checks	No monitoring
Safeguarding role	No safeguarding function
Supports independence	Focused on food only
Builds relationships over time	Transactional service

How to explain this in practice 

Some providers find it helpful to use simple comparisons:

• “It’s not just a delivery – it’s someone checking in regularly”
• “It’s a relationship, not a one-off service”
• “It combines food with care and support”

Why this difference matters

This distinction is important because Meals on Wheels:

• helps identify issues early
• supports people who may otherwise struggle to eat
• provides reassurance to families
• contributes to wider health and care outcomes

When this is particularly important

Meals on Wheels may be especially valuable for people who:

• live alone
• have limited mobility
• are recovering from illness
• are at risk of malnutrition
• need regular contact or reassurance

Final note

Other meal delivery services may meet some needs. However, Meals on Wheels provides a broader, more supportive offer for people who require more than food alone.

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Developed by the Meals on Wheels UK project, University of Bristol.

Why this matters

Many Meals on Wheels providers use platforms such as Facebook or Instagram to connect with their local communities.

However, LinkedIn offers a different opportunity.

LinkedIn is widely used by:

• health and social care professionals
• local authority staff
• commissioners
• charities and voluntary organisations
• policymakers and researchers

This makes it a useful platform for raising awareness of Meals on Wheels among people who:

• refer to services
• influence funding and commissioning
• shape local and national policy

What LinkedIn can be useful for

LinkedIn can help providers:

• raise awareness of their service among professionals
• share examples of day-to-day work
• highlight the impact of Meals on Wheels
• connect with local, national and international organisations
• stay informed about wider developments in the sector

What to share

You do not need to post frequently or create complex content.

Focus on low-effort, day-to-day content. Simple updates can be effective, such as:

• a short description of your service
• photos of meals or delivery (where appropriate)
• a simple update about your team or volunteers
• brief examples of how your service supports people
• participation in local events or initiatives

Keeping it simple 

Some providers find it helpful to:

• post occasionally rather than regularly
• keep posts short and factual
• use plain language
• focus on real examples from their service

You do not need to use LinkedIn in the same way as other organisations – even a small number of posts can help raise visibility.

Connecting with others

LinkedIn can also be used to:

• connect with local professionals and organisations
• follow relevant organisations (e.g. local authorities, charities, national and international bodies)
• see how others are talking about Meals on Wheels

This can help providers stay informed and feel more connected to the wider sector.

Examples of useful content

Focus on visibility and influence:

• sharing service developments or expansion
• highlighting partnerships with local organisations
• reflecting on demand or pressures facing the service
• raising awareness of gaps in provision
• contributing to wider conversations about ageing, care, or prevention

Final note

Using LinkedIn is optional, and may not be appropriate for all services.

However, for some providers, it can offer an additional way to raise awareness, connect with others, and share the impact of their work.

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Developed by the Meals on Wheels UK project, University of Bristol.

Why this matters

Many people who could benefit from Meals on Wheels are identified by health and social care professionals, including social workers, GPs, hospital discharge teams, and community organisations.

However, referrals are not always straightforward. In some areas, there are:

• no clear referral pathways
• limited awareness of services
• uncertainty about who is eligible

This can delay access to support.

Based on research and provider experience, this guide outlines simple ways providers can make it easier for professionals to refer people to Meals on Wheels.

1. Make referral pathways clear

Ensure your website clearly explains:

• who can refer (self, family, professionals)
• how to refer (phone, email, online form)
• what information is needed
• how quickly the service can start

Tip: A simple ‘Refer someone’ button or page on your website could make a big difference.

2. Provide clear contact routes for professionals

Include:

• a direct phone number
• a monitored email address
• response times
• who professionals should contact

Tip: Professionals often need quick decisions – delays can result in missed referrals.

3. Explain who is likely to benefit

Professionals may not always know who Meals on Wheels is for.

Provide simple guidance, such as:

People who:

• struggle to prepare meals
• live alone without support
• are recovering from illness or hospital discharge
• are at risk of poor nutrition

4. Use simple referral criteria (where possible)

Some providers choose to share simple criteria or guidance.

You may wish to:

• outline key indicators
• describe typical characteristics of people who use your service
• explain flexibility

5. Consider using a referral checklist

A structured checklist can support consistent and confident referrals.

The Meals on Wheels UK project has developed a simple referral checklist to support professionals in identifying individuals likely to benefit from the service.

The referral checklist is a University of Bristol licensed resource and can be downloaded free of charge here.

This checklist:

• supports (but does not replace) professional judgement
• is based on demographic and health-related indicators
• can be used across health and social care settings

6. Build relationships with local professionals

Referrals often depend on awareness and trust.

You may wish to:

• connect with local social care teams
• engage with hospital discharge staff
• attend local meetings or networks
• provide short presentations or information

7. Make information easy to share

Professionals often pass information on to families.

Provide:

• a clear webpage link
• downloadable information
• simple summaries of your service

8. Be clear about availability and capacity

Where possible, explain:

• whether you are currently accepting referrals
• waiting times
• delivery coverage

This helps professionals make appropriate decisions.

Based on research and provider experience

Research has shown that people benefit most when access to Meals on Wheels is timely and straightforward. Clear referral pathways and accessible information can help ensure that individuals receive support when they need it.

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Developed by the Meals on Wheels UK project, University of Bristol.

Why this matters

Meals on Wheels is often described as a food service – but providers know that its value goes far beyond the meal itself.

Research and provider experience consistently show that Meals on Wheels supports people to remain independent at home, improves wellbeing, and provides reassurance to families.

However, this full value is not always well understood by those outside the sector.

This guide offers simple ways to communicate the broader impact of Meals on Wheels when speaking to families, professionals, commissioners, or local partners.

Meals on Wheels is more than a meal

Meals on Wheels services typically provide:

• regular access to nutritious food
• consistent social contact
• informal wellbeing checks
• early identification of concerns
• reassurance for families and carers

As one provider described:

“For many people, this is not just a meal – it’s their main point of contact that day.”

What difference does the service make?

Evidence and provider experience show that Meals on Wheels supports:

• independence and ability to remain at home
• improved nutrition and regular eating
• reduced social isolation
• increased sense of safety and reassurance
• earlier identification of changes in health or wellbeing

In many cases, this helps prevent escalation of need and reduces pressures on health and care services.

A simple way to describe the service 

Some providers find it helpful to use a short, clear message:

“Meals on Wheels is a preventative service – it helps people stay well, independent, and connected at home.”

Adapting your message for different audiences

Families and carers

Focus on reassurance and day-to-day impact:

• “Someone will check in regularly”
• “They’ll know your relative is eating properly”
• “It provides peace of mind if you don’t live nearby”

Health and social care professionals

Focus on prevention and support:

• “It helps people maintain independence at home”
• “It supports safe discharge from hospital”
• “It provides regular contact and monitoring”

Commissioners and policymakers

Focus on system impact:

• “It is a preventative, community-based service”
• “It helps delay or reduce the need for more intensive care”
• “It supports people to remain in their own homes for longer”

Linking national evidence to local practice

You may wish to connect wider messages to your own service:

• “We see that reflected here in our local area…”
• “Demand for this type of support has been increasing…”
• “This is the kind of support that helps people stay at home longer…”

Using evidence

Some providers find it helpful to include one simple, evidence-based point to support their message. For example:

• the service supports independence and safety at home
• it provides regular contact and reduces isolation
• it contributes to people feeling more secure and supported

You do not need to use multiple examples – one clear point is often enough.

Final note

Every service is different, and you know your local context best. 

This guide is intended as a prompt. You may already be communicating the value of your service in ways that work well for your community. 

Further information on the benefits of Meals on Wheels is available here: https://www.bristol.ac.uk/policybristol/policy-briefings/care-meals-carers

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Developed by the Meals on Wheels UK project, University of Bristol.

Why this matters

Meals on Wheels services rely on a committed workforce, including both volunteers and paid delivery drivers, to operate effectively. Across the UK, many providers report ongoing challenges in:

• recruiting new drivers
• retaining staff and volunteers
• maintaining reliable delivery capacity

At the same time, research and provider insights show that delivering Meals on Wheels can be a highly rewarding role, offering a strong sense of purpose and connection to the community. 

This guide brings together practical considerations and ideas to support providers in attracting and retaining drivers and volunteers.

What motivates people to get involved?

Research and provider experience suggest that people are often motivated by:

• wanting to support others in their community
• making a visible, practical difference day-to-day
• building relationships with service users
• having a flexible and meaningful role
• feeling part of a trusted local service

For many drivers, the role offers something distinctive – combining practical support with regular human connection.

What makes the role distinctive?

Meals on Wheels delivery is not simply about transporting food. Drivers often:

• become a regular point of contact for people using the service
• notice changes in wellbeing or routine
• provide reassurance through consistent, familiar visits
• contribute to the overall safety and support of service users

This combination of practical delivery and social contact is often what makes the role meaningful and rewarding.

Making the role visible 

Some providers have found it helpful to:

• clearly explain the role on their website
• include photos or short descriptions of day-to-day delivery
• highlight the impact of the role on people’s lives
• share stories or experiences from existing drivers

Even simple, realistic descriptions can help potential applicants understand what the role involves.

Keeping the message simple

When promoting driver or volunteer roles, it can help to:

• use clear, plain language
• focus on what the role involves in practice
• explain the time commitment and flexibility
• outline any support or training provided

Short, clear messages are often more effective than detailed descriptions.

Reaching potential drivers

Providers use a range of approaches to reach potential drivers, including:

• local community networks and word of mouth
• social media (e.g. Facebook, local groups)
• partnerships with local organisations
• volunteer platforms or local councils
• existing supporters and service users’ families

There is no single approach – different methods may work in different areas.

Supporting and retaining drivers

Retention is often as important as recruitment. Providers may wish to consider:

• ensuring drivers feel valued and supported
• providing clear communication and guidance
• recognising contributions (formally or informally)
• creating opportunities for feedback
• maintaining flexibility where possible

A positive and supportive environment can make a significant difference.

Learning from others

Many providers have developed effective ways of:

• describing roles
• recruiting drivers
• supporting volunteers and staff

We encourage providers to share examples of:

• job descriptions
• volunteer role outlines
• recruitment approaches that have worked well

These can help build a shared understanding of what works in practice.

Further information

You may also find it helpful to explore how other organisations present volunteer opportunities.

For example, Meals on Wheels America provides examples of how roles are described and promoted in a different context:

https://www.mealsonwheelsamerica.org/volunteer/

Also, Meals on Wheels Australia have a dedicated page for volunteers, with a link to an interesting report:

https://mealsonwheels.org.au/get-involved/volunteer/

(Please note that service models and contexts differ, but some approaches to communication may be useful.)

Final note

There is no single model for recruiting and retaining drivers. Approaches will vary depending on local context, capacity, and the nature of the service.

This guide is intended as a starting point – many providers are already using effective and creative approaches.

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