Home care: Stories from service users

This is a collection of user stories, told in their own words, as a snapshot of what it is like for them receiving care and support. Homecare services in Islington were receiving negative publicity and after initial interviews in 2013, Healthwatch Islington decided to work with two of the three local agencies to whom the services were recommissioned in 2014 to talk to residents receiving council funded home care services. This came with some requirements by the council to the potential contractors to pay the London Living Wage, make contribution towards travel time and sign up to the Unison Ethical Care Charter.

Although Healthwatch made sure the interviews were led by the participants so they can talk about what is important to them HW prompted them on points pertinent to the discussion with the council. These areas were; whether paid carers came on time and stayed for the full amount of time, whether respondents felt safe or knew what to do if they did not feel safe, whether respondents knew about the complaints process.

There was a sense from service user responses that whilst service users and their family carers were grateful for services, services need to be more personalised.

There was frustration from both users and family carers and in some cases a feeling of helplessness about how to resolve problems, with the power all being in the hands of providers. There was also praise for carers. Where services were delivered well this clearly had a very positive impact on those receiving care.

Healthwatch Islington interviewed 11 service users.