We collected over 40 hours of lived experiences through face-to-face and phone interviews with 28 people. A further 20 people gave us their experiences through self-completion surveys.
We also met with each of the seven Home Support agencies commissioned by the City Council.
We found that:
- People value their care and are aware that they would find life more challenging/difficult without it
- People are aware of the limitations of their care and are a willing to make allowances for carers who have other clients/tasks to attend to
- We found different experiences between people with more straightforward care needs (e.g. getting up in the morning, preparing meals) and those with complex or multiple issues requiring more support.
- People asked for better communication e.g. about changes to times of visits
- For agencies, recruitment and retention of staff was an issue
- We saw a mixed picture of care, staff training, and service users also highlighted some gaps in training. Therefore, we recommended work is needed locally to support the training of care workers
- Some people were concerned about raising issues or complaints as they thought their care would be impacted – so we recommended that the Council takes steps to ensure people feel comfortable raising concerns
- We also asked for more opportunities for sharing of good practice and service development