Carers Voucher Scheme Report

Healthwatch Liverpool reviewed Liverpool City Council’s Carers Voucher Scheme in 2018, gathering feedback from 256 respondents, including carers who used the scheme, carers who did not, staff who work with carers and provider care agencies. Overall, carers who regularly used the scheme reported high levels of satisfaction, describing it as an important source of respite that allowed them to attend appointments, shop, see family and friends, pursue hobbies and have time for themselves. Many said the scheme improved their wellbeing and gave them peace of mind by ensuring the person they cared for was safe while they took a break. 

The main concern was a lack of capacity among provider care agencies. Many carers reported difficulty finding agencies with available staff, leading to cancelled or unavailable appointments. Some described repeatedly trying to arrange support without success and eventually giving up. Concerns were also raised about poor communication from some agencies, including failures to return calls or notify carers when booked support could not be provided. 

Carers, staff and provider agencies all suggested the scheme could be made more flexible. At the time, vouchers could only be used for a sitting service and not for support with personal care, medication prompts or taking the cared-for person into the community. Many respondents felt this limited the usefulness of the scheme for some families. Among carers who were not registered for the scheme, awareness was low and most said they did not get regular breaks from their caring role, reporting negative impacts on their health, wellbeing, social lives and levels of fatigue.

Healthwatch concluded that the Carers Voucher Scheme provides valuable support and is highly appreciated by those able to use it successfully. However, improvements were needed to increase provider capacity, improve communication, raise awareness and consider greater flexibility in how vouchers can be used. The report also highlighted interest in modernising the scheme through digital systems for vouchers and bookings, while ensuring that existing arrangements continue to work for carers who prefer traditional methods.