Care at Home
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Healthwatch Cheshire West undertook research on domiciliary care. 176 people responded to a survey.
Most individuals (86%) ‘Very’ or ‘Quite’ satisfied with care received. Most individuals feel that carers delivering the service treat them with dignity and respect.
A number of individuals have commented that they like the freedom direct payments give them to employ their own staff.
Individuals have commented on the professional nature of staff and the willingness of them to also help with other tasks. Generally individuals were full of praise for those carers delivering the service. Generally people appreciate it when carers follow a routine, are the same carers and are punctual
A number of individuals have experienced significant care difficulties.
Just under a quarter of individuals have complained about the service at some point. Criticisms fall mainly on company organisation and communication between company and client. Specific issues commented on including not getting back to clients who have raised specific concerns and not listening to clients’ views.
Some issues identified in relation to timekeeping and stress placed on staff who are rushing to fit things in. Roughly one fifth of respondents commented that carers do not always arrive within agreed times.
In terms of cost, a number of individuals expressed the view that all should be entitled to a basic care package without having to pay and that the current system penalises those who have saved all their life.
Communication in relation to answering phone calls and responding to voicemail in a reasonable time is identified as a problem and often leads to enhanced stress levels.
Some individuals comment that care staff talk to each other but not the person they are supporting
Some companies are perceived by customers as having high staff turnover which leads to problems in relation to continuity of care.
Generally people do not appreciate when carers change regularly and they are being cared for by different carers each day or visit.