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