Findings from the Healthwatch independent consultation on Stockton Borough Council’s Review of Homecare Services

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Summary of report content

Healthwatch Stockton-on-Tees aimed to gather feedback from users of Home Care services about their views on how their Home Care is delivered to an independent body. The data was collected in partnership with Stockton Borough Council through both surveys and a focus group. Respondents of the survey were generally positive, and results highlighted that most people reported a general satisfaction with the standard of Home Care they receive. The majority of people felt that they were treated with dignity and respect, and carers arrived on time. Most people felt that their care workers fully understood their care plan. The report shows a general satisfaction with the carers’ punctuality, support, communication and giving medicine. Most people stated that the care they received enabled them to remain independent and those who utilised a Personal Budget gave positive feedback, indicating that this mechanism for organising care met their individual needs. The survey did, however, highlight issues Stockton Borough Council may wish to take into account as part of this review such as safety and lack of social interaction. Half of respondents highlighted that they were not kept informed about changes to their care rota by the care provider. Despite not appearing as a specific question in the survey, the majority of respondents indicated that they had experienced difficulties when interacting with the care providers’ administrative office. The Young Carers Eastern Ravens Trust’s focus group also highlighted positive and negative elements about their experiences of Home Care services. The key themes they covered were about staff training, confidentiality, maintaining professional boundaries, delivery of care, administrative issues and safety and wellbeing. The young carers indicated the skills, qualities and behaviours they would like to see from Home Care services commissioned in the future. A list of recommendations by Healthwatch are included in the report.

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General details

Report title 
Findings from the Healthwatch independent consultation on Stockton Borough Council’s Review of Homecare Services
Local Healthwatch 
Healthwatch Stockton-on-tees
Date of publication 
Sunday, 1 February, 2015
Date evidence capture began 
Sunday, 1 February, 2015
Date evidence capture finished 
Sunday, 1 February, 2015
Type of report 
Key themes 
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Holistic support
Quality of care
Staff training
Other information of note about this report 
Young Carers
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
If this work has been done in partnership, who is the partner? 
Stockton Borough Council.
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 
Adult social care
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 

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.