Hackney Housing with care feedback from residents' and relatives' meetings

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Summary of report content

Healthwatch Hackney gathered feedback from residents and their relatives in Hackney's Housing with Care service. Housing with care schemes provide housing that is primarily designed for people age 55 plus who have both housing, support and care needs. Feedback and observations were collected through a series of residents' meetings in February 2019. The representatives attended six residents' meetings designed to hear from residents and their relatives about the quality of the care they receive. A number of themes were reported that were featured throughout the meetings. Relatives and residents reported that there was poor communication regarding care plans and activities, and there was little evidence of adaptations in relation to the residents' communication needs. There was mixed feedback regarding the quality of care received. Residents reported that they felt their needs were understood and they were listened to. However, some residents reported missed visits, rushed care and that their support plans had not been followed. There was evidence that a high reliance on agency staff is affecting the quality of care provided by this service. Many relatives felt that care staff in supported housing units were ‘stretched’ and the supported housing settings were understaffed, including at night. This is particularly concerning as some of the most vulnerable residents have needs that are escalating. Social isolation was a particular theme that was concerning as residents reported that due to missed care visits, they were physically stranded with no body to talk to. Residents and relatives did not understand the responsibilities that differed between the housing service and the care service. Unresolved housing issues do significantly impact on people's care, quality of life and independence. Recommendations were made throughout the report including that communication with residents should be adapted to their cognitive and communication needs (easy read, visuals, prompts and reminders); the Council must report quarterly to the Health in Hackney Scrutiny Commission on improvements to residents’ care plans and the percentage reduction in use of agency staff; the housing provider needs to report on staff levels as a standing item at the proposed joint meetings; this must include what the acceptable standard is and if it has been achieved; the Council should request that Connect Hackney, the over 50s Hackney CVS social isolation project, to review how best to tackle residents’ social isolation; and The council needs to support the housing and care providers to produce an easy read explanation of the distinction between the responsibilities of the housing and care providers, ie: ‘who does what and when’ with contact information including emergency contacts and this information should be made available in people’s flats.

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General details

Report title 
Hackney Housing with care feedback from residents' and relatives' meetings
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Friday, 8 March, 2019
Date evidence capture began 
Wednesday, 6 February, 2019
Date evidence capture finished 
Thursday, 14 March, 2019
Type of report 
Key themes 
Communication between staff and patients
Consent to care and treatment
Continuity of care
Holistic support
Quality of care
Quality of staffing
Staff attitudes
Staff levels
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

Social care services 
Assisted living

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

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.