Redcar and Cleveland Adult Social Care Improving Satisfaction Levels

Healthwatch Redcar and Cleveland has undertaken the lead role of engagement, responsible for gathering feedback from local people who use adult social care (ASC) services to effect real change. This project is to review ASC customer satisfaction questionnaires, with recommendations on how these can be improved and increase sampling and return rates. It is important to recognise that nationally, satisfaction levels with ASC are low; according to the King's Fund 2022, national dissatisfaction with ASC rose significantly in 2022, with 57 percent of people saying they were dissatisfied (up from 50 percent in 2021).

127 people were consulted by completing a survey, 3 focus groups and an engagement poll.

Overall, feedback about the content of the survey was positive as it was simple, clear and concise. However, it is very clear that to increase return rates of customer satisfaction surveys and to improve the satisfaction levels of people accessing ASC a variety of methods and approaches are vital. This ensures a diverse range of feedback is given and considered in future planning. 

The report has highlighted people's reluctance to share sensitive information because they fear this will impact their own or their loved one's care, as well as the need for trusted relationships to be developed.