Hampshire Care at Home Domiciliary care services from the patients point of view SOCIAL CARE
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Healthwatch Hampshire developed a survey for distribution by Hampshire County Council to everyone in receipt of home care services in Hampshire (excluding Portsmouth City, Southampton City and the Isle of Wight). Participants were identified by Hampshire County Council and their personal details were not shared with Healthwatch. All participants were receiving or were eligible to receive domiciliary care services in the county of Hampshire. All participants were receiving care whether council-funded or self-funded.
The survey was carried out over a period of six weeks, closing on 16th December 2016.
887 people answered the survey and the summary of sentiment is as follows:
Over 80% were satisfied or very satisfied of the quality of care received
The main concerns are turnover of carers, and timing of visits (both appropriateness and consistency).
Almost half of respondents receive extra support from friends, family or neighbours.
70% of these receive no respite care to give their carers a break; only 2% felt that adequate respite was provided for their informal carers.
52% of respondents are not aware of the advice and information service offered by Hampshire County Council .
70% of respondents did not feel adequately involved in the selection of their care provider.
Around half said that they accepted their arrangements, rather than agreed to them, because of a lack of alternatives.
The following reommendations were made as a result of the survey:
Be honest with people who need services about the pressures on health and care services.
Require staff to give consistent clear communications with service users about who will be providing their care and when.
Tell service users of changes to carers or timing of their visits.
Respond quickly to complaints and requests for information – if necessary, a quick acknowledgement with a deadline for a proper reply.
Consistency of carers is particularly important to some service users (often those with dementia). Providers should identify and prioritise a consistent service to these, to avoid unnecessary anxiety.
Advertise Hampshire County Council’s information and advice service more widely so that more people know about it and use it.
Involve service users more at in the care assessment so that they are fully informed of the options available and feel involved in choosing the care package including how much, and from which provider.
Hampshire County Council provided a response to the report thanking Healthwatch Hampshire for their efforts and noting the recommendations for future service planning.