My Care at Home: people's experiences of home care services in West Suffolk

Healthwatch Suffolk undertook research to explore people’s experiences of receiving and providing home care services in Suffolk.  This report explores the experiences of people in West Suffolk.  They heard from 359 people.

The largest proportion of people (72%) reported difficulties with their mobility. This was followed by 51% who said they had a physical disability and 39%  with a long-term illness

Over half had been with their care provider for over a year 

A quarter received four or more care visits a day (the highest proportion).

Most respondents said their service had talked to them about the care they needed, and there was a record of it 

Positively, most respondents felt each statement based on aspects of care identified by regulators in England as being indicators of good home care provision applied to all of their carers.

Many described carers as ‘friendly’, ‘well-humoured’, ‘caring’, ‘supportive’, and ‘professional’. Some mentioned that they felt ‘respected’, ‘safe’, and ‘happy’. It was also common for people to describe carers as ‘friends’, and many looked forward to visits. Respondents often stated that carers had gone above and beyond for them and always offered to provide extra support when needed. The care provided was described as ‘excellent’ and ‘satisfactory’ and meant that many people were able to safely stay in their own homes.

86% said they knew how to raise a concern or complaint about their care.

Two in five indicated that not all of their carers arrived at times that worked for them, or that they have requested.

Almost half said they were kept informed about changes to how their care would be delivered ‘all of the time’.

19% had experienced a missed visit in the last year.

People wanted increased and longer visits, carers to stick by the agreed care plan, having regular carers, being kept updated, better knowledge of clients, a choice of carer and a choice of care times