Interviewing residents receiving care at home

Summary

• Most people had some good things to say about the quality of care, and several respondents were full of praise. Positive feedback tended to coincide with the resident knowing what to expect from the service and feeling in control.
• Many interviewees appreciated that their carers knew them by name and were aware of their individual preferences. These relationships were clearly very important. Some respondents spoke about having great affection for their carers or regarding them like members of their family
• While not all service users regularly interacted with their care provider, those who did generally described the agencies as easy to contact.
• Late arrival of carers was frequently mentioned. Interviewees felt that the consequent reduction in visit duration had a negative impact on the quality and thoroughness of care.
• Continuity of care was sometimes an issue, with rapid turnover of staff. This could make the home care service feel less personalised.
• There were repeated concerns about carers' lack of training in essential caregiving tasks such as preparing basic meals, making beds, and administering medication.
• A number of participants were unaware of how to make complaints either with their care agency or the local council. This highlights a need for improved information sharing and clearer guidance, both on the expectations people should have of home care services, and available channels for raising concerns.