A review of Social Care in the London Borough of Bromley

In 2018, Healthwatch Bromley carried out a research project across the London Borough of Bromley considering the social care needs and experiences of the population. The project focused on accessibility issues, social care assessments, care package provision and quality of care.

To collect the data, Healthwatch Bromley developed and disseminated an online survey, held focus groups to capture the views of residents with long term conditions and their carers, and gathered individual patient stories around care pathways.

The research found that access to social care services was an issue in Bromley. This consisted of difficulties in contacting services, being kept on hold for long time on the phone, and not hearing back from services following initial contact. Those in receipt of social care reported that they required a more meaningful input into their own assessment, including the involvement of family and carers.

Participants felt that the assessment process should be done in a respectful way using clear and accessible language and often mentioned the “snapshot” element to assessments. People said they felt a clearer picture of individual need and capability needed to be established over time. Coordination and consultation with other services during the assessment process would also be beneficial.

Residents also expressed a need for more variety both in and outside day centres. It was commented that often care workers played an important role in ensuring people had access to these activities and resources.

Consistency of care was an important aspect of service satisfaction. All participants felt that familiarity of a carer or support worker created a sense of safety and empowerment so the use of agency staff was noted as a concern for many.

Satisfaction levels were often determined by the quality of service provided by paid carers who support people in their homes. The views were mixed with some people reporting to have excellent carers, whereas others questioned the quality of care. Issues highlighted included: a lack of caring attitude, punctuality, disrespectful tone and treatment, and a lack of sensitivity around issues of mental health.

A number of care recipients had long waiting times for their care packages to become effective after their assessment. Also in some instances, recipients felt that after their assessment they were provided with less care than required. It was felt that limited provision put heavy strains on unpaid carers and family members.

Based on the findings of the research, Healthwatch Bromley made 9 recommendations that suggested improving access, communication, consistency, and involvement would improve the experience of those using Social Care services.

The report and recommendations were sent to the Director of Adult Social Care but no response has been received.