Where the heart is - An investigation into home care services

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Summary of report content

Healthwatch Dorset designed a survey for people who receive council funded home care and those receiving home care services from an agency. The purpose of the project was to get an idea of how people are finding the services they receive and what is any were the concerns with the services. The survey aims to find out how satisfied people are with the care they receive and how they feel about their carers. It also investigates if people know how to raise a complaint about the home care or provider agency. Most people reported being happy with the care they receive. Continuity in care workers and consistency in care were very important. The issues raised were around communication between the service providers and the NHS acute care, primary care, community care and home care service providers It was also determined from the findings that there needs to be an overall review of the commissioning process to ensure sustainability continuity and equity. A full report of the finds of this project are available on the Healthwatch library. Healthwatch made several recommendations which are in details in the report.

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General details

Report title 
Where the heart is - An investigation into home care services
Local Healthwatch 
Healthwatch Dorset
Date of publication 
Wednesday, 30 September, 2015
Date evidence capture began 
Tuesday, 15 September, 2015
Date evidence capture finished 
Tuesday, 15 September, 2015
Type of report 
Key themes 
Complaints procedure
Continuity of care
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? 
If this work has been done in partnership, who is the partner? 
Dorset County Council and Borough of Poole
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 
Adult social care
Day care (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? 
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.