Care in the home
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During October and November 2022, in partnership with Sunderland City Council, Healthwatch Sunderland designed and launched a survey to gather people’s experiences of receiving care in the home, also known as domiciliary care. 75 people responded.
Visits from carers - 53% of service users and 65% of family members/friends felt that it is always important that carers arrive on time. 35% of service users and 34% family members/friends added that carers always arrive for their visit at the time that has been planned.
Quality of care and treatment - 88% of service users felt that their carers always or usually know them well, in comparison 80% of family members/friends felt this was the case. 79% of service users said that carers always treat them with kindness and in compassionate and caring way, whereas 65% of family/friends felt that way.
Time – 21% of service users and 24% of family members/friends state that the carers sometimes, rarely or never stay at their visits for the length of time that they should.
Skills and training of carers - 90% of service users and 76% of family members/friends said that they always or usually feel safe when carers are operating equipment within the home.
Contacting the care agency - When contacting the care agency 61% of service users felt that the agency staff were always friendly and helpful, in comparison 56% of family members/friends felt this was the case.
Overall satisfaction levels - 90% of service users said that they are either very happy or happy with the service they receive from their care agency in comparison to 66% of family members/friends. After reporting an issue with their care agency two service users informed they had no response from their care agency and two family members/friends who reported an issue told us that nothing had changed.
Over four in five service users said they would recommend their care agency to a family member or friend, whilst 69% of family members/friends stated they would do the same. Service users and family members/friends informed that a good care agency is one that listens and understand their care needs and employs carers with a range of caring attributes, whilst family members/friends added that good communication is also important.