About this survey

Healthwatch is an independent consumer champion for health and social care. Last year we asked the public to vote on the services that they thought Healthwatch County Durham should look at in more detail. Homecare services in County Durham was one of the priorities selected and we are pleased to be able to give service users an opportunity to share their views and experiences.

We are contacting you because you receive care and support in your own home and we would really like to hear from you and/or your family about the support you have received since the start of the COVID-19 pandemic. This will include things like what has worked well and also if you think there is anything that could have been better, as well as finding out about how isolated you feel you have been. Any information you share with Healthwatch County Durham is confidential and will not be passed on. 

Many thanks for your time.
Part One: About Your Care

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* 1. Who receives home care services?
(Please tick where appropriate)
(N.B. if you are completing this survey on behalf of someone else they shall be referred to as ‘your friend or relative.’)

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* 2. What are the agreed tasks your/your friend or relative’s care workers carry out?
(Please tick all that apply)

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* 3. How often do the care workers visit? (e.g. 30 minutes, 4 times a day, every day of the week)

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* 4. Are you/your friend or relative  visited by one or two carers per visit?
(Please select the most frequent)

Part Two: About Your/Your Friend or Relative’s Experiences

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* 5. What is most important to you/your friend or relative about your home care?
From the following list please tick your/your friend or relative top three priorities (N.B. by carer we mean a paid carer and not a relative/friend)

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* 6. Thinking about the things you/your friend or relative thought were important in the last question, can you tell us how well the care you receive delivers those? (For example, if you chose “friendly care workers” as a priority, tell us whether your care workers are friendly.)

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* 7. Do you/your friend or relative’s care workers visit at or around the right time?

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* 8. Do the care workers stay for the whole allocated time for calls?

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* 9. If care workers don’t always do what is set out in the care plan, please tell us what they don’t do and why you/your friend or relative think this is?

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* 10. If something happened and you/your friend or relative needed to change your arrangements would your social worker or agency be flexible? 

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* 11. Are you kept informed by your/your friend or relative’s home care agency about changes in your care? For example your visit will be late or you’ll have a different carer?

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* 12. Do you feel care staff have enough time to consistently complete all the tasks on your/your friend or relative’s care plan?

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* 13. Do you think the carers have enough training to meet your/your friend or relative’s needs?

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* 14. If you had a problem, do you/your friend or relative know how to contact the home care agency?

  Yes No
During Office Hours
Out of hours

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* 15. Do you feel your/your friend or relative’s care workers are competent when operating the equipment in your home? (For example hoist, electric bed, medication safe, cooker/microwave)

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* 16. Do you feel your/your friend or relative’s care workers wear the right protective equipment to keep you  safe (For example facemask, gloves and aprons)

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* 17. If you/your friend or relative have any cultural or religious needs, do you feel that these are understood?

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* 18. Overall, how satisfied are you/your friend or relative with the care provided by the home care agency?

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* 19. Overall, how does the home care you/your friend or relative receive make you feel? (i.e. Safe, more independent)

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* 20. Can you/your friend or relative suggest any ideas for improvement?
(We would welcome any ideas you have to improve the service so that it meets your needs and preferences and enables you/your friend or relative to live more independently.)

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* 21. If you could improve one thing about the care you receive what would that be? 
(This may include comments on the service received, feedback about care workers, attitude, and communication, how the service enables you/your friend or relative to live more independently etc.)

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* 22. What is the best thing about the care you receive?

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* 23. Can you tell us if there was a way of delivering support that did not have such a focus on the time the care worker spends with you/your friend or relative for each visit, instead giving more flexibility to tailor your support while still getting the important tasks done, do you think you would find this?

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* 24. Can you tell us if you/your friend or relative have experienced more loneliness and isolation since the start of the pandemic? We would like to know how you have managed and if you have received help from any friends/neighbours/organisations to keep in touch and have someone to chat to:

Part 3 - About you:

This information will not be used to identify you, but it is very useful to help us monitor who we have spoken to and see if different groups of people have different views or experiences.

We don't need your name, just some basic details. If you are answering on behalf of someone else, fill in the answers that apply to them, not yourself.

These questions are voluntary but they can help us check whether things such as age, gender or ethnicity can affect people's experiences.

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* 26. What is your age?

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* 27. What gender do you identify as?

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* 28. What is your ethnicity?

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* 29. Do you have a disability?

Thank you for completing this survey!

You can sign up to our regular e-newsletter for the latest updates on our survey findings by emailing healthwatchcountydurham@pcp.uk.net and asking to be put on our mailing list.

If you want to give more detailed feedback you can speak confidentially to a Healthwatch County Durham staff member. Email healthwatchcountydurham@pcp.uk.net, giving your name and number and we will call you back.
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