The service user experience of Careline

Healthwatch Ealing spoke with 22 Careline service users and carers and four Careline staff members, using a combination of surveys and qualitative interviews. They also met with Careline management at both Ealing and Harrow Councils to understand the wider operational context.

Most service users feel safe and independent because of Careline. 86% said the service enables them to live independently, with some saying they would not be able to remain at home without it.

 The transition from Ealing to Harrow caused very few operational issues. Only one out of 22 service users reported practical difficulties — specifically around equipment collection and payments. 

Communication about the transition was a key concern. Many service users were unaware a transition was taking place until after it had happened.

Careline response times and support were generally positive. Most users reached staff quickly during non-emergencies, and incidents such as falls were handled effectively. 

Awareness of Careline in the wider community is low. Many residents Healthwatch met at community events had never heard of Careline, despite being eligible or likely to benefit. 

Staff enjoy supporting service users but face a fast-paced, demanding workload. While staff feel supported by colleagues and managers, few were aware of or engaged with the mental health support available from Harrow Council.