Agenda item

To receive the response to the report recently published by Blackpool Healthwatch into Domiciliary Care services in Blackpool. 

Mr Stephen Garner, Manager, Healthwatch presented the Healthwatch report into Domicilary Care Services in Blackpool. He highlighted that the survey had been undertaken as it had been identified as a priority by Healthwatch in April 2015. Mr Garner reported that 750 surveys had been circulated with 98 returned, which was a response rate of 13%. The survey asked key questions around the choice of time for service users and whether the service had met their needs and had provided a largely favourable response.

Mr Garner added that the main issues identified through the survey were a lack of choice relating to the time when carers arrived, carers often arriving late and not staying the full length of time. He reported that the survey report had been forwarded to the Council for response and would also be presented to the Providers’ Forum as many of the recommendations related directly to providers.

The Committee questioned the response rate and whether more could be done to improve the number of responses. Mr Garner advised that the survey had been distributed in an easy read format and had been made as simple as possible to encourage responses. In response to a further question, Ms Smith advised that the response rate of 13% was broadly consistent with response rates to Adult Social Care surveys.

In response to a question, Mr Garner advised that there was no breakdown of the client group available, only the age range and gender/ethnicity of those that had responded. He added that some responses had been submitted by carers on behalf of service users.

The Committee noted that the survey responses had been received from service users who commissioned their own care, in addition to service users whose care was commissioned by the Council. Ms Smith advised that it was unlikely that carers would always arrive on time due to the need for flexibility in their roles but that a service user should receive the full allocation of time whether the carer arrived on time or not.

Members commented that should Healthwatch undertake a similar survey in the future then a question pertaining to being treated with dignity and respect during visits should be asked.

The Committee considered the Council response to the report and noted the proposal to raise the issue of wearing identification badges at contract review meetings and questioned the timescale for undertaking the action. Ms Smith advised that the issue would be raised at the Provider’s Forum, however, the Council could only reach providers from whom it commissioned services.

In response to a further question, Ms Smith confirmed that the Council did not commission 15 minute visits and expected to be told by a provider if not enough time had been allocated for any visit in order that it could be reviewed and the amount of allocated time increased where appropriate.

Members queried if there was a timeline for the implementation of the recommendations and were advised by Mr Garner that one had not been developed, but that Healthwatch would monitor progress against the actions on a regular basis.

The Committee agreed to support the recommendations and the proposed action to be taken by the Council.