Parent and carer experiences with health visitor services in Norfolk

Healthwatch Norfolk identified concerns from families about support offered to them during their children’s early years, particularly changes to services due to the COVID-19 pandemic with more remote support being offered and fewer home visits from the health visitor service. So, they set out find out more from parents and carers about what support they had received from the health visitor service, what was good, and what could be improved.

Methodology:

A survey was designed to capture these experiences and it was handed out at community groups and every library in Norfolk. The survey was also shared online, through social media, and to schools and nurseries through email. 277 complete responses were received.

Findings:

Parents and carers with babies under six months old were more likely to have used the health visitor service in the past year and were more likely to have received a home visit in the past year than those with older children. 97% of those with babies under six months old had received a new birth appointment and 93% told us they had received a home visit. These families were also more likely to say they felt completely supported by the health visitor service. Families wanted more regular support from the health visitor service. In particular, they would like more support between the six to eight week review and the one year review. Home visits from the service were seen as preferred for future support by 93%. Questionnaires were seen by some families as impersonal particularly if there was a lack of follow up communication. Difficulties with phone and video support was discussed such as connection issues or that families felt their Parent and carer experiences with health visitor services in Norfolk 4 baby or toddler needed to be seen to check development. Checking development of the baby was seen as the most useful support offered by the health visitor service, with 91% of respondents saying they found it useful. Those who had positive experiences with the health visitor service often said that they felt supported and reassured. They they felt listened to and that their questions were answered. They appreciated when the health visitor was knowledgeable and when advice was tailored to their individual situation such as for infant feeding.

Recommendations:

• Improving communication with families around the options available for health visitor services
• The need for home visits for babies to continue
• More regular contact with families
• Attending baby and toddler groups or drop-in sessions
• Improving communication and experiences of milestone questionnaires offered
• Exploring the current resourcing of the health visitor service.