Your care, your services - issues to solutions

Healthwatch Southwark spoke to 73 people at a public forum in June 2015, including local residents, voluntary and community organisations, carers and five young carers. Attendees discussed experiences of health, social care and home care services and identified priorities for future improvements.

A key theme was the need for better communication and coordination between services. Participants wanted clearer information about how services work, greater continuity of care and the ability to build relationships with the same professionals over time. Many felt people should be treated as individuals rather than as part of a system and highlighted difficulties accessing GP appointments, navigating services and understanding where to seek help. Concerns were also raised about mental health support, accountability when services fail and the sharing of personal information between organisations.

Home care discussions highlighted the importance of consistency, reliability and person-centred support. People wanted the same carers to provide support where possible, carers who understand individual needs and cultures, and better communication between home care workers and NHS professionals. Participants felt home care staff should be more closely involved in hospital discharge planning and recognised as important members of the wider health and care workforce.

Young carers highlighted the importance of trusted relationships with family, friends, schools and support services. They stressed that professionals should listen carefully, make time for them, respect confidentiality and better understand the challenges faced by young carers. Overall, the forum concluded that joined-up, personalised care, better information sharing, stronger communication and greater awareness of community support services would improve people's experiences of health and social care.