Direct Payments in Richmond and Wandsworth

Healthwatch Richmond and Healthwatch Wandsworth were asked to provide independent expert support with obtaining in-depth qualitative user feedback from service users about their experiences of the Direct Payment Support Service and their needs from the service in future under the new contract from 2023.  They spoke to 43 people.

There was a general lack of understanding of what support was available and how funds could be spent, and respondents were calling for more clarity on this matter.

Respondents reported what they perceived as a lack of flexibility over what support is available and what they can spend their money on. Some felt they needed more support, or more options for what they could use their payments on, and others were just unaware that there could be more support.

Some people expressed a desire for, and others would appear to benefit from, more clarity and accessibility of information about their payments and services, perhaps via an online platform for those who are digitally literate.

Service users predominantly used their Direct Payments for accessing care support, either by employing personal assistants/carers directly or through a care agency. In contrast, only a few people used the service for other purposes, such as transport, social opportunities, equipment to support independence or respite.

Different experiences based on personal circumstances: Responses from the Wandsworth cohort suggested that people’s personal circumstances had a significant influence on their experiences with the Direct Payment Support Service (as well as the wider care support they received). Service users who had support from their family rated their experiences with the DPSS more positively, likely due to the additional help that t their family members provided them with both in terms of managing their Direct Payments and accessing the DPSS. On the other hand, service users who were more isolated or lived alone reported to have more difficulties with using this service and generally asked for more information and support.

To address the above, a proactive approach to discuss holistic needs as currently piloted in the Council’s Front Door Project would benefit these clients. This may need to include social care support, as there is a social worker in the Front Door pilot project.