Homecare check - annual report 2024-25
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On behalf of Brighton & Hove City Council, Healthwatch Brighton and Hove volunteers regularly interview residents who have homecare services provided by independent companies, but that are paid for - fully or partly - by the council. This report is based on interviews from 211 people receiving care from 9 different providers that were assessed between June 2024 to July 2025. Two of the providers were delivering services in Extra Care facilities – senior housing venues which have care staff on site - which is reflected in some of the responses and comments.
Service users were very positive about their main carer workers and the relationship they have with them. There was variability in the responses across the 9 care providers reviewed in that whilst the majority of care workers were praised, there were many that were criticised for their attitude or lack of training.
Service users were less positive about the office staff, not always considering them helpful. Whilst many knew their care workers’ supervisor, fewer felt they had the opportunity to talk to them about their care. Over a third of service users had made a complaint.
Whilst many were happy with the arrangements in place, considerably fewer felt their wishes were considered when changes were made. Over half said they were kept informed about changes in their care. Just over half said they received a rota.