Home Care in Shropshire –Enter & View Project Report 2020

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Summary of report content

Healthwatch Shropshire was commissioned by the local authority to undertake research with home care providers to discuss the services they provide, what they feel works well in the county and any areas where there are challenges. They also ran a survey of people who used home care.  102 people responded.

The research found that recruitment of staff has become more difficult and that this has an impact on the quality of care.  The rurality of the county poses extra problems for providers in respect of travel time. Hospital discharges can pose problems for providers due to a lack of communication, mixed messages or failed discharges. For some, technology is making the administrative side of the business more efficient and improving communication.

Nearly 9 in ten of home care users found it easy to arrange their care and nearly 7 in ten did not have to wait for their care to begin.  Over 4 in five were given a choice over when carers would visit and a similar number said that the carers did visit them at the agreed times.  Almost all  felt involved in making decisions about their care and that it was very easy or easy to communicate with their care provider. Continuity of care was found to be an issue with nearly a quarter of respondents feeling that they see too many different carers. More people who were funding their own care felt involved in decisions about their care than people who were receiving council or health funded care. Self-funders were also more likely to feel the carers visited them at the times they wanted compared with people receiving council or health funded care. There were a few negative comments about issues with the timing of calls, calls being late or changed. More people added positive comments about their care telling us that their carers or care provider are excellent or very good or that they are satisfied with the service they receive.

There were four recommendations aimed at care providers about the consistency of care, improving communication with customers, families and working with all people involved to improve the coordination and communication to reduce the chances of failed discharges occurring.

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General details

Report title 
Home Care in Shropshire –Enter & View Project Report 2020
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Tuesday, 1 September, 2020
Date evidence capture began 
Tuesday, 1 October, 2019
Date evidence capture finished 
Tuesday, 31 March, 2020
Type of report 
Key themes 
Communication between staff and patients
Continuity of care
Quality of care
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Local Council
Primary research method used 
Engagement event
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Social care services 
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
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? 
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
Not known
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? 
Not known
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.