Home care in Camden: experiences of local service users

Enquiries to Healthwatch Camden’s information line suggest that some home care users and their families experience difficulties in sourcing information on home care. They say that this makes it difficult to arrange home care, and to make informed choices about their care.  They held one focus group and 17 interviews.

The small sample of people Healthwatch spoke to value their homecare services enormously. Trust and good communication, and in particular speaking the same language, are essential factors in developing a strong relationship between care worker, care recipient, and their family. 

Whilst a few people said that a single point of information would be useful, the majority said how much they value the support and information different local organisations provide. Healthwatch heard that having an offer of help, support, and information services in the local community is invaluable, as once individuals have identified an organisation they trust, they will turn to them on other issues too. People spoke of the peace of mind this kind of support provides. 

Having the opportunity to feedback on services is valued, but people also want to hear the findings and if any action was taken where needed. Some of the people Healthwatch spoke to were very keen to share their thoughts on home care services. Others were reluctant to do so and this was accompanied by a culture of ‘making do’ and being grateful for what you’ve got. This suggests that in-depth interviews, which can draw out views that might otherwise go unheard, are an important part of gathering feedback on services.