Time, trust, and care

Healthwatch Warrington reviewed domiciliary care services after home care was identified as a priority by local residents. The project gathered feedback from 131 respondents and combined survey responses, interviews and council data. This is the final report.

Overall, many people spoke positively about their carers, with most describing staff as friendly, respectful and professional. Many respondents valued the support they received and highlighted carers who provided companionship as well as practical assistance. 

However, significant concerns emerged around reliability and consistency. Only about a third of respondents said carers always arrived on time, while many reported late visits, shortened calls and poor communication when delays occurred. Continuity of care was another major issue, with frequent changes of carers causing anxiety and frustration, particularly for people living with dementia or receiving personal care. 

Communication and staff competency were recurring themes. Respondents reported difficulties understanding some carers because of language barriers, poor communication from provider offices and instances where care plans or personal preferences were not consistently followed. Some concerns were also raised about training, medication support, moving and handling techniques, and respect for preferences such as same-gender carers for intimate personal care. 

Healthwatch concluded that while many people receive compassionate and effective care, experiences vary considerably between providers. Recommendations focused on improving continuity of care, punctuality, staff training, communication, complaints handling, person-centred support and quality monitoring. The report also highlighted the need for better workforce stability, greater transparency about provider performance and stronger oversight to ensure all residents receive safe, reliable and dignified care at home.