Domiciliary care services in Halton

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Summary of report content

This is a follow up report to Healthwatch Halton’s 2016 report on domiciliary care and was undertaken to see if the new provider of services had made changes.  The research was undertaken using a survey and follow up interviews with service users.


  • 53% of survey respondents were from the people receiving the care.
  • Two thirds of respondents had been receiving care for 2 years or more
  • 79% had been involved or very involved in deciding what care they needed
  • 45% had been offered independent advice or support when being assessed for services
  • 46% had been offered direct payments
  • 63% had had their home care needs reviewed in the last 12 months
  • 71% had the same regular care workers
  • 39% said that they were not told of any changes to their care, such as a change of care worker
  • 92% said that they knew who to contact if their care worker was late or didn’t turn up.  64% said that they had had occasion to contact the agency about a late or missed call.
  • 35% had a care visit once a day and a further 27% had two care visits a day
  • 79% said that they were satisfied with the care given
  • 82% said that they knew how to raise a compliment, concern or complaint about their care
  • Overall whilst the majority of respondents were happy with the care they received, there were still areas for improvement, some of which had been identified in Healthwatch Halton’s previous report.


  1. The local authority should adopt NICE guidance requiring the involvement of service users and their carers in all discussions about their care and support
  2. The local authority should introduce a more continuous system for reviewing care plans
  3. A review should be carried out to ensure that service users and their families are offered independent advice and support on care assessments
  4. Information on direct payments and other forms of funding should be widely shared with service users
  5. As the survey pointed to areas of unmet need, the local authority should consider how to mitigate these needs
  6. Information on how to raise a compliment, concern, compliant or safeguarding issue should be included in all care plans
  7. All service users and their families should be provided with information about who to contact if a carer is late or misses a call
  8. Small teams of carers should support a service user
  9. Task-based visits should be considered to ensure that carers carry out all tasks required are completed

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General details

Report title 
Domiciliary care services in Halton
Local Healthwatch 
Healthwatch Halton
Date of publication 
Friday, 1 November, 2019
Date evidence capture began 
Tuesday, 1 January, 2019
Date evidence capture finished 
Sunday, 31 March, 2019
Type of report 
Key themes 
Complaints procedure
Cost of services
Information providing
Quality of care
Service delivery organisation and staffing
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 about conditions and diseases

Types of disabilities 
Not known
Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Mixed / multiple ethnic groups
Specific ethnicity if 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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

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.