Experiences of older people using home care services in Bradford

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Summary of report content

Healthwatch Bradford conducted a review of home care services in the local borough to identify resident experience and good practice. The team received 240 questionnaire responses from older residents or their carers. The review found that people valued their home care service and recognised its role in keeping them independent. Over half of respondents said that their care plan was followed. The remaining respondents felt that there was insufficient time of care worker skills to meet their care needs. For some, medication was raised as a key cause of concern. Most respondents reported that the care workers are mostly on time, however, concerns were raised about rushed visits, variable timings of care and missed visits. When delays have occurred, respondents reported poor communication about the delay or cancellations. This staff attitude was reflected in some of the interactions with residents. The report made a number of recommendations for both home care providers and Bradford Council. The team recommends the council to consider organising care home services to encourage more choice, continuity of care and a person centred approach, and for recruitment and training of staff to be improved with minimum training requirements, and for regular reviews of services to be arranged. For service providers to ensure that users' cultural and language preferences are recorded in their care plans. It is also recommended that a common code of conduct is followed by all providers and staff, to address the issues raised about timeliness and improve information about safeguarding, by following best practice. A response from the service provider is not included in the report.

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General details

Report title 
Experiences of older people using home care services in Bradford
Local Healthwatch 
Healthwatch Bradford
Date of publication 
Friday, 22 May, 2015
Date evidence capture began 
Thursday, 26 February, 2015
Date evidence capture finished 
Friday, 27 February, 2015
Type of report 
Key themes 
Communication between staff and patients
Complaints procedure
Continuity of care
Holistic support
Information providing
Quality of care
Quality of patient transport
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
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

Secondary care services 
Social care services 
Adult social care
Home care / domiciliary care

Details about conditions and diseases

Types of disabilities 
Types of long term conditions 
Alzheimer’s disease or dementia

Details of people who shared their views

Number of people who shared their views 
Age group 
All people over the age of 65
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? 
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.