Croydon residents' experiences of intermediate care and reablement

This is a report by Healthwatch Croydon. The project looks at recent experiences of reablement services in the area. 

The primary aim of this research was for Croydon to better understand patient needs and expectations, particularly in relation to the preferred setting of care whether in dedicated facilities or at home. Feedback was gathered through a survey and interviews with patients from four distinct care cohorts. Croydon Council and the NHS services was responsible for identifying and recruiting suitable participants who were currently using the services. 17 people were interviewed for this research.

Key findings:

• Vital support from unpaid carers: Most participants (88%, 15) received vital 
  support from unpaid carers, mainly family and friends.
• Varied involvement in post discharge decision making: Their condition meant they were unable to fully engage in discussions or provide input, resulting in limited involvement in the planning process.
• Variable and generic discharge information: While some participants provided clear and helpful information, others reported significant gaps in the discharge information provided.
• Setting goals and meeting them: varied amongst the group.
• Support needs were varied within those interviewed.
• Service satisfaction: Over three quarters were satisfied with a majority satisfied (52%: 9) and a nearly a quarter fully satisfied (24%: 4). Some were partially satisfied (18%;3) and 1 (6%) not satisfied at all.
• Responsive to culture and background: Most participants (58%; 10) felt the service was responsive to their culture and background.
• Improvements: When asked what could be improved, participant suggested: better communication and coordination; consistency and quality of care; activities and social engagement; reablement and rehabilitation support; facilities and environment; individualised and holistic assessment. Some felt the service met already expectations.
• Care home vs care at home: Most (70%; 12) said services they preferred services at home, while (24%; 4) said care homes.

There are recommendations in this report

• Recognise and support carers.
• Improve patient engagement.
• Provide tailored and accessible discharge information.
• Improve Consistency and Clarity in Discharge Support Planning.
• Consider care homes when no appropriate alternatives are available.

There are no follow up actions in this report.