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Home care quality survey

The 2015 quality assurance survey of home care service users was extended to include Direct Payment service users who arrange their own home care agency.  In preparation for this we reviewed the standard questions with some Direct Payment service users to ensure that the questions would work for them too. Following this we made some changes to the wording of the questions.

In November 2015 we sent the questionnaire to all 985 home care service users and 127 direct payment service users with postage paid envelopes enabling responses to be returned to, and analysed by, Healthwatch. This used a unique identifier number to maintain anonymity but allow us to be alerted to and follow up with anyone who raised issues of concern.

The response rate was 35 percent and analysis of the 10 questions relating to satisfaction showed that:

  • 90 percent of respondents were extremely, very, or quite satisfied with the home care they received (91% for Direct Payment service users)
  • 95 percent felt that their relationship with their care workers was excellent or good (89% for Direct Payment service users)
  • 92 percent were always or usually happy with the way that their care workers treat them (95% for Direct Payment service users)
  • 87 percent said that their care workers never or only sometimes spent less time with them than they were supposed to (93% for Direct Payment service users)
  • 86 percent felt that the care workers always or nearly always did the things that they wanted to be done, in line with their support plans (93% for Direct Payment service users)
  • 82 percent felt that their care workers always or usually came at times that suited them (93% for Direct Payment service users)
  • 82 percent always or nearly always saw the same care workers (89% for Direct Payment service users)
  • 80 percent always or usually arrived at the times they said they would (86% for Direct Payment service users)
  • 69 percent were always or usually advised of changes in arrangements in advance (79% for Direct Payment service users)
  • 13 percent of service users reported that their care workers were always or often in a rush and this was very similar for Direct Payment service users at 14 percent.

We will use these survey results to work with provider partners as a group to drive sector-led improvement and inform training, development and procurement. The surveys also provide us with detailed results for each individual provider to share with them and use as part of individual contract management, to help build on success and support improvement planning.