Care at home

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Summary of report content

Healthwatch Leeds undertook research into people’s experience of homecare. This was a follow up to previous research they had undertaken in 2016 and 2017 and enabled them to feed into the redesign of the new homecare contract in Leeds. They had 185 responses to their survey. 

Overall satisfaction levels had dropped significantly, compared to their previous research in 2016 and 2017. Almost a quarter of people said they did not know all the care workers that visited them, and only a quarter of respondents said they had a key worker.

While many respondents said that care workers came at days and times that they need them, over a quarter said that they were not always arriving on time.

Most people knew what the care workers should be doing. Over half of respondents said they ‘always’ do what they are meant to do. Half of respondents told Healthwatch that they were not informed when there were any changes to their regular care.

Almost a fifth of respondents had not been involved or given the option to be involved in planning the care.  There were significant variations in how and when reviews of care were carried out.  Several potential safeguarding concerns were highlighted while carrying out this project.

There were 12 recommendations covering staffing and timeliness, communication and systems and monitoring


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General details

Report title 
Care at home
Local Healthwatch 
Healthwatch Leeds
Date of publication 
Tuesday, 18 February, 2020
Date evidence capture began 
Friday, 1 February, 2019
Date evidence capture finished 
Wednesday, 31 July, 2019
Type of report 
Key themes 
Quality of appointment
Quality of care
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Social care services 
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.