Service User Feedback Survey – Domiciliary Care

The Service User Survey for current users of domiciliary care; their families, friends and carers; and members of the public sought to capture:

• views and experiences about the current commissioned domiciliary care provision in Warwickshire (what works well and what could be improved);
• views about potential future service provision (related to what currently works well and what could be improved).

The level of responses was strong in absolute numbers – 249 responses prior to the closing date.  This represents about 12 percent of current service users.  Responses were received from all districts and boroughs in Warwickshire.

These responses highlighted areas of satisfaction with the current service provision as well as elements which could be improved:

• 66 percent of responses either strongly agreed or agreed that the service meets the needs of the person receiving care;
• The single most important issue in receiving a domiciliary care service was to feel safe with the carers.

Concerns identified with the current provision included timeliness of care calls (both in terms of calls being on time and the difference in time between calls) and consistency of carers (service users preferred to have the same care staff coming regularly).

The timeline for the retender has been amended due to a contract extension approval, therefore the new contract will come into force later than anticipated originally.

Survey feedback and comments were analysed and fed-back to senior management in all relevant teams via an evaluation report and presentation at the steering group in October 2022.

The issues identified have been discussed and will be considered as part of the tendering process at all stages.  This includes design of the future service model to see how the strengths of the existing service can be retained and the weaknesses remedied.