Patient experience of direct care and support report, Hartlepool

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Summary of report content

Background: The Direct Care and Support Service (Hartlepool) is a domiciliary care service which provides reablement support (short term support usually following a hospital discharge), “telecare” response service (responding to technology that helps people live at home longer) and an emergency respite care service for family carers to over 2,000 people in the Hartlepool area. Methodology: • four Healthwatch Hartlepool Enter and View representatives conducted between 10 and 15 structured discussions with recent/current service users during the late January/early February period • a covering letter sent to service user followed by a home visits Findings: • 14 service users took part in conversations • Limited information passed across to Healthwatch • Care pathways were not always clear for the service user • Period of receipt of care averaged 4 to 6 weeks • Issues around discharge from hospital • Variety of care service experienced both night and day with a range of visits from carers which changed over the period of recovery • Not always consistent with carer who attended • Communication when changes were being made to their care package or visits/attendance • Complaint procedure was not clear to everyone • When using care line allocated time was not always adhered to • Discharge from hospital and transport issues raised before the care package has been put into place • Safeguarding issues raised around access to vulnerable people’s homes • Performance of commissioned services in relation to lateness, care records and times being cut short.

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General details

Report title 
Patient experience of direct care and support report, Hartlepool
Local Healthwatch 
Healthwatch Hartlepool
Date of publication 
Thursday, 2 February, 2017
Date evidence capture began 
Thursday, 2 February, 2017
Date evidence capture finished 
Thursday, 2 February, 2017
Type of report 
Service evaluation
Key themes 
Communication between staff and patients
Complaints procedure
Cost of services
Integration of services
Quality of care
Quality of staffing
Staff attitudes
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 
Local Council
Primary research method used 
User stories
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 
After care
Home care / domiciliary care
Community services 
Continuing care

Details about conditions and diseases

Types of long term conditions 
Not known

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 
Care / support workers
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? 

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.