Experiences of homecare/support services

This report focuses on the support people get to remain in their own home when they need help with things such as eating, drinking, and personal care.
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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


Read our report and the response we got from Coventry City Council

Full report Home support/care services in Coventry: user experiences
Summary report

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