User perception of the Personal Independence Coordinator Service

Healthwatch Croydon undertook research on users’ experiences of the Personal Independence Coordinator (PIC) service. They received 84 responses from people using the service, representing a 30% response rate from the 279 questionnaires distributed. The survey explored how PICs supported people with long-term conditions, social and emotional needs, and independent living. 

The report found very high levels of satisfaction with the service. All respondents felt their PIC listened to them, 99% said their wishes were considered and 86% reported that their quality of life had improved as a result of working with a PIC. Many respondents said PICs helped them access support, improve confidence, reduce loneliness, find community activities, arrange care and benefits, and feel more informed about available services. People who had more contact with their PIC generally reported greater benefits. 

Most respondents said the service helped them live more independently and three-quarters felt they were able to meet with their PIC as often as they wanted. The most common suggestion for improvement was to provide more visits, more time with clients and additional resources so that more people could benefit from the service. A small number of respondents raised concerns about continuity of support when a PIC left the service and communication about replacement staff. 

Healthwatch Croydon concluded that the PIC service was highly valued by its users and was making a positive difference to people's wellbeing and independence. However, the survey did not find evidence that increasing PIC contact reduced hospital admissions, and it recommended further research and repeat surveys to assess the longer-term impact of the service.