Home care survey

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Summary of report content

Healthwatch Wakefield is an independent organisation that gives local people a voice about their experiences of health and care services. We listen and bring this information together to recommend ways of improving services to the people who plan, buy and deliver them. The purpose of this home care survey was to find out what people’s views and experiences are of the care they receive in their own homes; and to engage with users of home care services and their carers, friends and family in order to strengthen their voice and enable them to play a more active part in how domiciliary services are delivered and designed in the future. In January to March 2016 Healthwatch Wakefield with the help of Wakefield and District Housing (WDH) carried out a survey to find out about local people’s experiences of home care. The choice was made to work with WDH for two reasons, firstly because they were able to support us to locate people receiving domiciliary care services and facilitate survey distribution, and secondly because WDH had indicated an interest in looking into whether alternative, more flexible and responsive models of home care provision were possible. Overall, the survey shows a relatively high level of satisfaction with home care provision. There are some key themes for improvement from the survey which have been incorporated into the recommendations. One of the simplest themes for care agencies to address is communication, with people feeling that care agencies could do better at keeping them informed of changes to care. Lack of time spent, late arrivals, lack of appropriate training, and consistency of care workers were also mentioned as having room for improvement. Although it is very difficult for agencies to provide consistent care workers, it was noted to be particularly vital for people suffering with dementia who can find it bewildering and frightening to have strangers arrive in their home to provide personal care. Most people had good things to say about their care workers and were pleased and grateful for the support they provide. Some key suggestions for improvement include that care workers should take enough time to read the care plans provided and talk to people both service users and relatives, especially if it is their first visit.

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General details

Report title 
Home care survey
Local Healthwatch 
Healthwatch Wakefield
Date of publication 
Friday, 1 January, 2016
Date evidence capture began 
Friday, 1 January, 2016
Date evidence capture finished 
Friday, 1 January, 2016
Type of report 
Enter and view
Key themes 
Administration
Cleanliness hygiene and infection control
Communication between staff and patients
Engagement
Health promotion
Information providing
Quality of care
Quality of staffing
Healthwatch reference number 
Rep-6173

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Not known
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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 
121
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
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.