Northamptonshire Adult Social Services Independent Service User Survey

Healthwatch Northamptonshire undertook research on adult social care services provided by Northamptonshire Adult Social Services. They received 186 survey responses, including 122 detailed responses from current and former service users and carers, to understand experiences of accessing support, communication, care planning and overall satisfaction. 

The report found mixed experiences across all aspects of adult social care. Many people reported difficulties contacting services, being passed between teams, long waits for assessments and support, poor communication and uncertainty about who was responsible for their care. Carers were particularly likely to report problems, with many saying they struggled to access respite care, did not receive enough information and felt unsupported. Almost half of respondents felt they had not received help within a reasonable timeframe, and many said they had been unable to access services or support they believed were needed. 

Knowledge of processes and care arrangements was often limited. Nearly two-thirds of respondents said they were not always aware of what was happening with their request or who was supporting them, and over half did not feel they received regular reviews of their care package. Concerns were also raised about continuity of social workers, poor coordination between teams, changes to care without consultation and care that was not always person-centred. However, some respondents praised individual social workers and care managers for providing excellent support and helping them access appropriate services. 

Healthwatch Northamptonshire recommended improving communication, providing clearer information about processes and available services, giving people a named point of contact, strengthening support for carers, improving accessibility, involving service users and carers in service design, and ensuring care is personalised and person-centred. The report concluded that while some people had positive experiences, significant improvements were needed to make adult social care easier to access, more responsive and better aligned with people's needs.