Patient experience of direct care and support report, Hartlepool

Background:

The Direct Care and Support Service (Hartlepool) is a domiciliary care service which provides reablement support (short term support usually following a hospital discharge), “telecare” response service (responding to technology that helps people live at home longer) and an emergency respite care service for family carers to over 2,000 people in the Hartlepool area.

Methodology:

• four Healthwatch Hartlepool Enter and View representatives conducted between 10 and 15 structured discussions with recent/current service users during the late January/early February period

• a covering letter sent to service user followed by a home visits

Findings:

• 14 service users took part in conversations

• Limited information passed across to Healthwatch

• Care pathways were not always clear for the service user

• Period of receipt of care averaged 4 to 6 weeks

• Issues around discharge from hospital

• Variety of care service experienced both night and day with a range of visits from carers which changed over the period of recovery

• Not always consistent with carer who attended

• Communication when changes were being made to their care package or visits/attendance

• Complaint procedure was not clear to everyone

• When using care line allocated time was not always adhered to

• Discharge from hospital and transport issues raised before the care package has been put into place

• Safeguarding issues raised around access to vulnerable people’s homes

• Performance of commissioned services in relation to lateness, care records and times being cut short.