Homecare check: summary report Nov 2023

Healthwatch Brighton and Hove produced this summary report to bring together findings from its Homecare Check programme between November 2022 and October 2023. The programme involved volunteers visiting or interviewing people receiving council-funded home care to understand their experiences and identify any concerns. Overall, feedback suggested that the quality of home care in the city was generally good, with many people valuing regular carers, reliable visit times and positive relationships with staff. 

During the reporting period, 220 service users were interviewed by 14 volunteers, covering 11 home care providers. Most respondents were positive about their carers, with 95% saying they were treated well and 89% believing carers were competent and appropriately trained. Eighty-five per cent felt their care package met their needs, and many said the service enabled them to remain living independently at home.

The main concerns related to communication and complaints handling. Only 51% of respondents felt office staff were very helpful, and while 29% had made a complaint, fewer than half were satisfied with how it had been handled. Feedback also highlighted issues with communication between care staff and provider offices, missed messages and concerns about staff continuity. 

Healthwatch also identified wider wellbeing concerns among some service users. Around 22% reported issues such as loneliness, isolation, worries about food, finances, benefits, housing or mental health. The programme resulted in safeguarding referrals, service review requests and signposting to additional support services. Overall, the report concluded that home care is highly valued by most recipients, but improvements are needed in communication, office support and handling complaints.