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As a sector, we need to understand more about how services are affecting people’s lives, rather than simply what outputs services are providing. If users are to be at the heart of care planning and provision, then user experience information will be critical for understanding the impact and outcomes achieved – enabling choice and informing service development.

Home care quality survey

The 2016 quality assurance survey of home care service users includes both Council arranged services and Direct Payment service users who arrange their own home care agency.

In November 2016 we sent the questionnaire to 984 home care service users and 165 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 of 409 homecare returns and 48 Direct Payment returns stands at 39.8%.

Analysis of the 10 questions relating to satisfaction showed that:

  • 87.5% of respondents were extremely, very, or quite satisfied with the home care they received (93.6% for Direct Payment service users)
  • 69.3% felt that their relationship with their care workers was excellent or good (59% for Direct Payment service users)
  • 96.2% were always or usually happy with the way that their care workers treat them
    (96% for Direct Payment service users)
  • 96.1% said that their care workers never or sometimes spent less time with them
    than they were supposed to (98% for Direct Payment service users)
  • 93.4% felt that the care workers always or nearly always did the things that they wanted to be done, in line with their support plans (94% for Direct Payment service users)
  • 83.2% felt that their care workers always or usually came at times that suited them (97% for Direct Payment service users)
  • 88.4% always or nearly always saw the same care workers (94% for Direct Payment service users)
  • 81.2% of homecare workers always or often arrived at the times they said they would (91% for Direct Payment service users)
  • 68.7% were always or usually advised of changes in arrangements in advance (75% for Direct Payment service users)
  • 67% of service users reported that their care workers were always or often in a rush (6% for Direct Payment service users)

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.

Personal Social Services Adult Social Care Survey England 2015-16 – published 15 September 2016

The Personal Social Services Adult Social Care Survey (ASCS) is an annual survey for England that took place for the sixth time in 2015-16. The survey covers all service users aged 18 and over in receipt, at the point that data are extracted, of long-term support services funded or managed by the social services following a full assessment of need. It seeks to learn more about how effectively services are helping service users to live safely and independently in their own homes, and the impact that these services have on their quality of life. Service users were sent questionnaires, issued by councils with adult social services responsibilities in the period January to March 2016.

The report is available at

Personal Survey of Adult Carers in England 2016-17 and Personal Social Services Adult Social Care Survey 2016-17

The data collected from both these surveys has been submitted to NHS Digital. The results of these surveys will be used by the Care Quality Commission, Department of Health, NHS Digital (previously the Health and Social Care Information Centre) and by us to improve services. The outcome of the responses will be published later in 2017/18.