Hackney Housing with care feedback from residents' and relatives' meetings

Healthwatch Hackney gathered feedback from residents and their relatives in Hackney's Housing with Care service. Housing with care schemes provide housing that is primarily designed for people age 55 plus who have both housing, support and care needs. Feedback and observations were collected through a series of residents' meetings in February 2019. The representatives attended six residents' meetings designed to hear from residents and their relatives about the quality of the care they receive.

A number of themes were reported that were featured throughout the meetings. Relatives and residents reported that there was poor communication regarding care plans and activities, and there was little evidence of adaptations in relation to the residents' communication needs. There was mixed feedback regarding the quality of care received. Residents reported that they felt their needs were understood and they were listened to. However, some residents reported missed visits, rushed care and that their support plans had not been followed. There was evidence that a high reliance on agency staff is affecting the quality of care provided by this service. Many relatives felt that care staff in supported housing units were ‘stretched’ and the supported housing settings were understaffed, including at night. This is particularly concerning as some of the most vulnerable residents have needs that are escalating. Social isolation was a particular theme that was concerning as residents reported that due to missed care visits, they were physically stranded with no body to talk to. Residents and relatives did not understand the responsibilities that differed between the housing service and the care service. Unresolved housing issues do significantly impact on people's care, quality of life and independence.

Recommendations were made throughout the report including that communication with residents should be adapted to their cognitive and

communication needs (easy read, visuals, prompts and reminders); the Council must report quarterly to the Health in Hackney Scrutiny

Commission on improvements to residents’ care plans and the percentage reduction in use of agency staff; the housing provider needs to report on staff levels as a standing item at the proposed joint meetings; this must include what the acceptable standard is and if it has been achieved; the Council should request that Connect Hackney, the over 50s Hackney CVS social isolation project, to review how best to tackle residents’ social isolation; and The council needs to support the housing and care providers to produce an easy read explanation of the distinction between the responsibilities of the housing and care providers, ie: ‘who does what and when’ with contact information including emergency contacts and this information should be made available in people’s flats.