Mears Care Limited Project Pilot Summary Report

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Summary of report content

Between October – December 2015, Healthwatch Torbay conducted a service review on Mears Care Limited, which provides home care services. They were asked by Mears to interview 10 clients - who were selected by Mears - in the client’s home without any member of Mears staff present. The clients identified by Mears were those who had already raised concerns with the provider and wanted to work collaboratively to improve the quality of care provided by Mears. Consent was only obtained from 6 clients in total. The report identified the following: On the whole clients felt that the care provided was adequate with main concern areas being around reliability e.g. when a carer doesn’t turn up or stay for the required time; clients did not feel involved with the care they received; timing concerns were raised about the time for medication and for family carers who have other daily demands on their time; some clients felt staff were rude, ignorant or not honest and did not understand the impact of the changes to care being delivered at short notice to the client and family member’s daily life. One client said, ‘I find the office staff to be quite rude at times, seem to never pass on messages, and change my carers around without informing me, and I never speak to the same person’ The report recommended the following: - Mears to review the induction training of office staff to include active listening, shadowing of carers and ensure the training delivered is relevant to the individual’s role. - Mears to ensure all communication is person-centred rather than organisation-centred - Improve communication between the office staff and clients regarding changes to their rota in a timely manner - To put in place procedures to improve staff moral - To review the rota more realistic timings for each visit with clients and ensure the time is appropriate to deliver the care required - To support clients by helping them access information and services delivered within the community - To have an independent agency regularly completes quality assurance checks by speaking directly with clients In response, Mears thanked the people who shared their experiences, and confirmed that a development plan will be put in place to support the Outcome Based Working pilot which will commence in April 2016 and address the issues raised.

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General details

Report title 
Mears Care Limited Project Pilot Summary Report
Local Healthwatch 
Healthwatch Torbay
Date of publication 
Sunday, 7 February, 2016
Date evidence capture began 
Thursday, 1 October, 2015
Date evidence capture finished 
Thursday, 31 December, 2015
Type of report 
Key themes 
Quality of care
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
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 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
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
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.