Report on the domiciliary care lay monitoring pilot project

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Summary of report content

As the independent champion for health and social care in the county, Healthwatch Northamptonshire (HWN) have been working with Northamptonshire County Council to find out what people who use domiciliary care and their families about the quality of this essential service. HWN is one of the initial Healthwatch organisations in the country to look at the quality of this provision from the point of view of people who use the service or their families (many of whom are also referred to as family or informal carers). They conducted a pilot involving Healthwatch Northamptonshire volunteers talking individually, by telephone, to 76 service users or carers/family members who agreed to take part in the survey between March and June 2014. They found high levels of satisfaction with the individual care workers, but there were serious concerns about the timing of care visits, continuity of staff and the lack of information about such changes. It was clear this uncertainty has an extremely negative impact on people’s lives. A significant number of respondents really emphasised the difference between their regular frontline paid care worker(s), for whom they had a high regard, and “the office” who they felt did not communicate enough.

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General details

Report title 
Report on the domiciliary care lay monitoring pilot project
Local Healthwatch 
Healthwatch Northamptonshire
Date of publication 
Friday, 1 August, 2014
Date evidence capture began 
Tuesday, 1 April, 2014
Date evidence capture finished 
Tuesday, 1 July, 2014
Type of report 
Key themes 
Communication between staff and patients
Continuity of care
Information providing
Staff levels
Staff training
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
If this work has been done in partnership, who is the partner? 
Northamptonshire County 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? 
Types of health and care professionals engaged 
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? 
What type of impact was determined? 
Implied Impact

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.