Staying Safe, Staying Home - Telecare services in Buckinghamshire

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Summary of report content

In November 2017 until January 2018, Healthwatch Bucks conducted a survey to explore peoples' experience of the telecare service provided by Buckinghamshire County Council. Healthwatch Bucks asked for people’s views on various aspects of the service and how telecare had helped them through a survey designed with advice from the Buckinghamshire County Council telecare team and Carers Bucks. The response to the survey was good, as was the overall reported experience of the service. One less positive response was around peoples' understanding of how to use the equipment, how to check it is working and what to do if it goes wrong. This was not the case for almost half of service users or their relatives The report makes recommendations to Buckinghamshire County Council to: put auditable processes in place to verify that all new and existing service users and/or their relatives know how to use their equipment, how to check their equipment is working, who to contact if it goes wrong and, how to request changes to their telecare package; check that information explaining how the equipment works and what to do if it goes wrong is available in formats that are accessible to all and have a process in place to confirm that users get this information in the best format for them. In addition to these recommendations, Healthwatch Bucks also encourage Buckinghamshire County Council to seek feedback from people on the new assessment arrangements (now being delivered by NRS on behalf of the Council) to ensure that the positive experience is maintained. At the time of publishing, Healthwatch Bucks had shared their findings with Buckinghamshire County Council, the Health and Wellbeing Board and the Assistive Technology Partnership Board and asked for a response to their recommendations, however the report was published before this was received.

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General details

Report title 
Staying Safe, Staying Home - Telecare services in Buckinghamshire
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Tuesday, 27 March, 2018
Date evidence capture began 
Thursday, 9 November, 2017
Date evidence capture finished 
Monday, 8 January, 2018
Type of report 
Key themes 
Cost of services
Digitalisation of services
Health and safety
Health protection
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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
Community services 

Details about conditions and diseases

Types of disabilities 
Not known
Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Not known
Mixed / multiple ethnic groups
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? 
Not applicable

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.