Results of Healthwatch Worcestershire “Awareness of the Care Act 2014” Snapshot Survey

Healthwatch Worcestershire carried out a snapshot survey during 2015–16 to assess public awareness of the Care Act 2014, understand how people access information about care and support, and explore preferences for obtaining information, particularly among Black, Asian and Minority Ethnic communities. The survey gathered 202 responses, mainly through face-to-face engagement, with additional support from Age UK Herefordshire and Worcestershire to engage BAME communities. 

The survey found very low levels of awareness of the Care Act 2014. Overall, 91% of respondents had not heard of the Act and only 9% were aware of it. Awareness was even lower among BME respondents, where 94% said they had not heard of the legislation. Similarly, 93% of respondents did not know about the main changes introduced by the Act, including its focus on wellbeing, information, advice, and carers’ rights. 

Awareness of Worcestershire County Council’s “Your Life Your Choice” website, which provides information about health and social care services, was also very limited. Ninety-four percent of respondents had not heard of the website, and only four people reported having used it. Healthwatch noted that the website had only received a limited launch and suggested that much greater promotion would be needed. 

The report found that internet use was divided evenly among respondents. Half said they used the internet themselves, while the other half did not. Internet use generally declined with age, although Healthwatch noted that a significant proportion of younger and middle-aged respondents also did not use the internet.

Differences were identified between ethnic groups. Internet use was lower among some BME communities, particularly among respondents from Pakistani and British Pakistani backgrounds, where a large majority reported not using the internet. Language barriers were frequently identified as a reason for limited internet use, alongside age-related concerns and lack of confidence with technology. 

Among respondents who did not use the internet, the most common response was that they simply did not want to use it. This view was consistent across age groups, although it was particularly common among older people. For those who said they would consider using the internet with support, home-based assistance, support from voluntary organisations, libraries, and community centres were the preferred options.

When asked where they would most likely seek information about the Care Act, respondents showed a clear preference for face-to-face sources of information. Across most age groups, people preferred to receive information from family members, friends, voluntary organisations, GPs, libraries, or advice services rather than through websites or digital resources. Only respondents under the age of 24 showed a stronger preference for online information. 

The findings suggested that preferences varied between communities. Respondents from Asian communities, particularly Pakistani and British Pakistani backgrounds, favoured personal contact, community networks, voluntary organisations, and family members as information sources. In contrast, some other groups were more likely to use internet-based sources. 

Healthwatch concluded that awareness of the Care Act 2014 and associated information services was extremely low, even among groups most likely to need information about social care and support. The organisation argued that greater efforts were needed to ensure people understood their rights and entitlements under the legislation. 

The report recommended developing a communication plan to increase awareness of the Care Act, promoting wellbeing and individuals’ rights under the legislation, and increasing publicity for the Your Life Your Choice website. It also recommended maintaining a wide range of communication methods rather than relying heavily on digital channels, recognising that many people, particularly older adults and some BAME communities, either do not use the internet or prefer face-to-face sources of information and advice. 

Overall, the survey highlighted the need for more accessible and targeted communication about social care, with a particular focus on ensuring that information reaches people who are digitally excluded or who face language and cultural barriers.