Domiciliary Care Survey 2016/17

Healthwatch Knowsley examines the experiences of people receiving home care services in Knowsley. The report explains that domiciliary care allows individuals, including older people and those with health conditions, to remain living independently in their own homes, although it can also pose risks due to social isolation and limited opportunities to raise concerns. 

The study used a survey method in which 529 service users were contacted and 295 responses were received. This included feedback collected between April 2016 and March 2017 through questionnaires and follow‑up phone calls. 

Overall, feedback showed a generally positive perception of care workers, particularly in relation to their attitude, kindness, and the support they provide. Key themes emerging from responses included home support, quality of care, and staff behaviour. 

However, the report identified several recurring issues. Timeliness was a significant concern: while 76% of respondents said care workers usually arrived within 15 minutes of the scheduled time, nearly half reported that they were seldom or never informed when carers were running late. 

Communication and reliability were also problematic. Around 27% of respondents reported difficulties when requesting changes to visit times, and many highlighted inconsistent arrival times, missed visits, or lack of advance notice about staff changes. 

Most service users (86%) understood how long visits should last, but there were mixed experiences around whether carers stayed for the full allocated time. While many confirmed that their needs were met, others expressed concerns about rushed visits or insufficient time spent delivering care. 

Across the four main providers, experiences varied. I Care generally received the most positive ratings, particularly for staff attitude and reliability, while Casa Knowsley and Victoria Community Care attracted more complaints about lateness, poor communication, and inconsistent service.

A consistent finding across all providers was that care workers themselves were often highly regarded, with many service users describing them as caring, friendly, and professional. However, organisational issues such as staffing shortages, scheduling problems, and poor communication from office staff were frequently cited as negatively affecting service quality. 

In conclusion, the report finds that while domiciliary care services in Knowsley are valued and often provide essential support, improvements are needed in reliability, communication, and consistency to ensure a higher standard of care for all users.