People's experience of Adult Social Work services

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Summary of report content

This report explores to understand the whole process of how people contacted and experienced social work services. Healthwatch Worcestershire was able to speak in depth with 16 people (57% of the people who contacted us). The majority of respondents have experienced social work services prior to the introduction of the Three Conversations model. Key findings include the importance of continuity, listening to the individual, the quality of the relationship that is built between the social worker and the individual, social workers being receptive and responsive, and following through on actions. The reports suggests that further study may be undertaken by Healthwatch Worcestershire once the Three Conversations Model has been consolidated across the County.

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General details

Report title 
People's experience of Adult Social Work services
Local Healthwatch 
Healthwatch Worcestershire
Date of publication 
Sunday, 1 July, 2018
Date evidence capture began 
Sunday, 1 July, 2018
Date evidence capture finished 
Sunday, 1 July, 2018
Type of report 
Key themes 
Communication between staff and patients
Continuity of care
Patient records
Quality of care
Quality of regulation
Quality of 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 
If this work has been done in partnership, who is the partner? 
Worcestershire County Council
Primary research method used 
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 
Adult social 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? 
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.