Home support/care services in Coventry: user experiences

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Summary of report content

We gathered the lived experiences of older people who received home support/care services in Coventry and members of their families.

We did this because Coventry City Council had awarded new contracts to 7 home support providers in July 2017. Our aim was to enable people receiving these services to talk about their experiences and any concerns.

We interviewed 28 people – 17 by a visit to their home and 9 by phone interview. We ran an open public survey (both paper and online) and 20 people responded. We spent over 70 hours of staff and volunteer time conducting home visits and phone interviews.

We also met with each of the seven Home Support providers to gather information about how their services run and any issues they experience in providing care.

We made 5 recommendations to Coventry City Council related to: supporting training and skills within the home care sector; improving service user feedback routes; ensuring there is choice of care provider; creating opportunities for joint sharing and discussion between home support agency representatives and with wider social care staff; and running developmental sessions for providers to explore good practice. 

The report includes an action plan form Coventry City Council. We also ran a workshop with Home Support agencies to consider the findings.

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General details

Report title 
Home support/care services in Coventry: user experiences
Local Healthwatch 
Healthwatch Coventry
Date of publication 
Friday, 31 August, 2018
Date evidence capture began 
Friday, 1 December, 2017
Date evidence capture finished 
Saturday, 5 May, 2018
Type of report 
Key themes 
Continuity of care
Information providing
Quality of care
Service delivery organisation and staffing
Other information of note about this report 

Methodology and approach

Primary research method used 
Structured interview
How was the information collected? 

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 
Mixed / multiple ethnic groups
Sexual orientation 
Not known
Other population characteristics 
People with limited family or social networks
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 
Care / support workers
Service manager
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? 
What type of impact was determined? 
Implied Impact
Tangible impact (not cost related)

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.