Co-designed information resource for home care customers
Download (PDF 331.33 KB)Summary of report content
Healthwatch Bolton undertook research on developing an information resource for people using home care services. They spoke to 19 people, including people receiving care, family members and carers, through interviews and a carers’ support group. The work was commissioned by Bolton Council as part of its Home Care Quality Improvement Programme to better understand misunderstandings that can arise between home care providers and service users.
Participants strongly supported the creation of a simple, easy-to-understand information sheet that could help people navigate the process of arranging home care. They felt information should be provided as early as possible, ideally when home care is first discussed or before discharge from hospital, so that people have time to understand their options and ask questions. Respondents also stressed that information should be available not only to the person receiving care but also to family members and carers, and should be provided in accessible formats where needed.
The areas causing the greatest confusion included time bandings for visits, charges and invoices, cancelled visits, temporary suspensions of care, changes to care packages, and understanding what to expect during the first visit from a provider. People wanted clearer explanations of how home care operates, what services are included, how care is monitored, who to contact with concerns, and what standards of care they should expect. Managing expectations and maintaining clear communication were repeatedly identified as essential to building positive relationships between providers and service users.
The report concluded that all aspects of home care information were important, but respondents prioritised clear explanations of what home care involves, what to expect from the first visit, how time bandings work, payment arrangements and processes for changing or ending care packages. Participants also recommended including information about medication management, staff training, emergency procedures and policies relating to gifts for carers.