Experiences of adult social care in Royal Borough of Greenwich 2017/18

Healthwatch Greenwich undertook a review of experiences of Adult Social Care services in the Royal Borough of Greenwich during 2017-18. Drawing on more than 130 surveys, focus groups, care home visits and in-depth interviews, the study explored people's experiences from first contact with services through assessment, support planning and ongoing care. Overall, respondents valued the support they received but identified a number of recurring issues throughout the customer journey. 

The main strengths identified included examples of supportive social care staff, positive experiences of direct payments and personal budgets, and the value of services that helped people remain independent. Many respondents felt they received the right type of support and highlighted the importance of carers, respite services and community organisations in helping them manage day-to-day life. 

Key concerns centred on poor communication, long delays in assessments and reviews, a lack of clear information, repeated requests for the same information, inconsistent support from care providers and anxiety surrounding reassessments and financial monitoring. Carers frequently reported difficulties accessing respite care and expressed concern about the lack of continuity created by not having a single named contact within social care services. 

Overall, Healthwatch concluded that while many people benefited from Adult Social Care services, significant improvements were needed to make the system more person-centred, transparent and consistent. Recommendations focused on improving communication, reducing delays, involving people more fully in decisions about their care, strengthening support for carers, improving continuity of support and making assessments and reviews less burdensome for service users and families.