COVID-19 – Domiciliary Care Report

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Summary of report content

Since July, Healthwatch Hull has been contacting Domiciliary Care services in Hull to obtain their views and experiences so we can build an understanding of the impact coronavirus has had on their services.

Healthwatch developed a questionnaire and contacted a total of 13 Domiciliary Care services to ask for their views and experiences, with 10 responses received.

Every Domiciliary Care service Healthwatch Hull engaged with had some kind of issue with PPE, whether that be availability or cost. Two services we spoke to identified that service users had tested positive; one service had two service users pass away with COVID-19 on their death certificate and another had a service user who did not receive the result until after they were discharged and returned home. Services also found that some guidance were initially not clear enough and the sudden changes, both on a national level (PM Conferences) and local level was not helpful and prior notice would have been beneficial.

A number of Domiciliary Care services had to develop new processes or ways of working to ensure that their service ran as smoothly as possible. Most of these new processes revolved around sourcing, monitoring and ordering PPE supplies however one service developed an app for their staff which was updated whenever guidance changed and provided a means for their staff to feed into the organisation if they had any issues.

Some Domiciliary Care services reviewed how they operate to reduce risk of transmission; in agreeance with service users, one service reduced the number of visits they received while another service had the same carers attend each visit. Other services incorporated the use of technology and enabled homeworking where possible to avoid carers having to come into the office and also as a means to recruit and maintain regular contact with staff.

The biggest source of support identified for Domiciliary Care services during the pandemic was the COVID-19 Team who assisted in sourcing and paying for PPE, arranged for emergency PPE deliveries and guidance when it was needed. Services also praised their staff as mentioned in the previous section who have worked hard throughout to meet the needs of service users.

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General details

Report title 
COVID-19 – Domiciliary Care Report
Local Healthwatch 
Healthwatch Kingston Upon Hull
Date of publication 
Monday, 3 August, 2020
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Friday, 31 July, 2020
Type of report 
Key themes 

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 
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
25-64 years
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? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

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.