Evaluation of Wiltshire Council’s Advice and Contact Service
Download (PDF 730.61 KB)Summary of report content
This report by Healthwatch Wiltshire looks at experiences and views of the Advice and Contact service at Wiltshire Council. This service provides guidance and information aiming to help its users find the support they need. They provide information about social care and other community support and aim to help people live as independently as possible. Healthwatch Wiltshire gathered information via survey, both digitally and by telephone, and mystery shopping.
The research found that most of those who contacted the team were calling about care assessments or care support for someone else. 63% were satisfied or very satisfied with the service, with wait times the top thing identified for improvement. Mystery shopping calls did find considerable variation in the quality of responses.
The findings of the report have been used, in collaboration with the service, to make a checklist fo Advice and Contact team members. This identifies aspects that were identified as being most useful, with the aim that this can be used by team members to support them to improve the consistency of information given.