Care at Home Group Report, Cheshire West

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Summary of report content

In the first 18 months of its’ life Healthwatch Cheshire West noticed that many of the comments, questions and concerns shared by members of the public focussed upon domiciliary care. In October 2014 commissioners at Cheshire West and Chester Council and Healthwatch Cheshire West discussed and agreed that a piece of work in relation to domiciliary care services could and should be undertaken. In particular, Healthwatch was asked to seek feedback from people across the borough who were paying for care themselves delivered in a home setting or using direct payments to fund theirsupport. Healthwatch decided to: contact a number of people who receive care in own home setting collect their views on how their care is delivered,including what is being done welland not so well identify any trends in qualityof service delivery;in terms of strengths and weaknesses and gaps in any provision share views with those who plan and provide care at home to influence positive change. A questionnaire was developed and distributed. It was available on line but most surveys were completed on paper. 176 responses were received in total. Results were summarised as follow: Most individuals (86%)‘Very’ or ‘Quite’ satisfied with care received Most individuals feel that carers delivering the service treat them with dignity and respect A number of individuals have commented that they like the freedom direct payments give them to employ their own staff Individuals have commented on the professional nature of staff and the willingness of them to also help with other tasks Generally individuals were full of praise for those carers delivering the service Generally people appreciate it when carers follow a routine, are the same carers and are punctual But A number of individuals have experienced significant care difficulties Just under a quarter of individuals have complained about the service at some point Criticisms fall mainly on company organisation and communication between company and client. Specific issues commented on including not getting back to clients who have raised specific concerns and not listening to clients’views. Some issues identified in relation to timekeeping and stress placed on staff who are rushing to fit things in Roughly one fifth of respondents commented that carers do not always arrive within agreed times In terms of cost, a number of individuals expressed the view that all should be entitled to a basic care package without having to pay and that the current system penalises those who have saved all their life Communication in relation to answering phone calls and responding to voicemail in a reasonable time is identified as a problem and often leads to enhanced stress levels Some individuals comment that care staff talk to each other but not the person they are supporting Some companies are perceived by customers as having high staff turnover which leads to problems inrelation to continuity of care Generally people do not appreciate when carers change regularly and they are being cared for by different carers each day or visit. A number of recommendations were made - no response from providers included in this report.

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General details

Report title 
Care at Home Group Report, Cheshire West
Local Healthwatch 
Healthwatch Cheshire West and Chester
Date of publication 
Wednesday, 6 September, 2017
Date evidence capture began 
Tuesday, 1 September, 2015
Date evidence capture finished 
Monday, 30 November, 2015
Type of report 
Patient experience
Key themes 
Communication between staff and patients
Continuity of care
Cost of services
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
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? 

Details of health and care services included in the report

Social care services 
Adult social care
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Specific ethnicity if known 
Sexual orientation 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.