Independent review on Carewatch domiciliary care provision in RBWM - update 2020

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Summary of report content

In January 2020, Healthwatch Windsor, Ascot and Maidenhead followed up research they had originally undertaken in November 2018 about Carewatch, a company providing domiciliary care to residents of Windsor, Ascot and Maidenhead to see if the experience of service users had improved.

108 surveys were sent out by the care company of which 40 were returned. This is a response rate of 37%; the 2018 survey had a response rate of 20%.

Overall, people surveyed were happy with the care provided by Carewatch.  A third of the respondents were unhappy with the continuity of staff providing their care and support, staff’s understanding of their health and support needs and being treated like an individual.

Almost everyone said they had the same staff most of the time and that the care staff understood the health and support needs of the person they provided care for and treated them as an individual, compared to a third of respondents in 2018.

Almost everyone who responded knew who to contact for additional support for their health and wellbeing time and most respondents who answered and had family / unpaid said that family / unpaid carers felt supported and knew where to go to get independent support.  In 2018 a third of family/unpaid carers didn’t feel supported by the care team.

Most people were happy with the company that currently provides the support and where concerns have been highlighted these appear to be with particular individuals or with communication with the office. No serious concerns, such as missed medication, were mentioned in the 2020 responses.

There were two recommendations about the need for good communication between care company and clients and their families and for the care company to provide clients and their families with informing about independent sources of support and information.

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General details

Report title 
Independent review on Carewatch domiciliary care provision in RBWM - update 2020
Local Healthwatch 
Healthwatch Windsor, Ascot & Maidenhead
Date of publication 
Wednesday, 18 March, 2020
Date evidence capture began 
Saturday, 25 January, 2020
Date evidence capture finished 
Friday, 28 February, 2020
Type of report 
Key themes 
Communication between staff and patients
Complaints procedure
Continuity of care
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff levels
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 
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 
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? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

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.