Adults Care Act Assessment form user testing - People Bank involvement

1. There is no ‘not applicable’ option for some questions where there should be.

1. Not applicable tick box option added.

2. The ‘human test’ part is confusing.

2. Explanation text has been added.

3. The link to start the form is in the middle of the page, so information underneath is missed. The information could also be presented in bullets.

3. All the main content of the page is now above the link to start the form. The text has also been cut down to make it shorter and is presented in bullet points.

4. Links taking you to other sides make it hard to get back to the form.

4. Links now create new tab so you don’t lose the form in the original tab.

5. The form implied that by completing the form you will get the exact support you request.

5. Wording has been added to explain care and support are not free and that care and support, and the cost of it, are based on our assessment.

6. The list of examples for ways your life could be affected is confusing. It feels like you should be ticking which on the list apply.

6. The question has been amended to ‘If any of this list applies to you, answer yes to this question’.

7. The information on pronouns doesn’t feel clear.

7. Unfortunately, this isn’t something we can change on the system.

8. The find address function was difficult to use and could be clearer about  what it’s asking for.

8. Unfortunately, the address finding function isn’t something we can change on the system. We’re reluctant to add more explanation text to this section as it would result in too much to read.

9. Some of the language needs updating to match current wording used in Adult Social Care.

9. Language has been updated, for example removing the words “service user”.

10. Unclear what is meant by ‘looked after child’.

10. Definition for looked after child added: ‘If as a child you were in the care of ESCC for more than 24 hours, you have been a looked after child. Looked after children can also be referred to as children in care’.

11. Answer option of ‘no’ missing from a demographic question.

11. ‘No’ added to answer option.

12. It would be helpful to have a progress bar.

12. This is not something we are able to do on the system.

13. The question about support from unpaid carers for feelings and emotions should ask about who the carer is.

13. This question has been removed (see point 14 below).

14. The questions covering individual elements of my situation and needs are very long, repetitive, and difficult to engage with, as I already gave my answers in a previous question. Experienced fatigue and frustration working through this part of the form.

14. During testing, people provided the relevant information regarding needs, goals and what they’d like support with, when answering the ‘Your life and how it might change for the better’ section. Therefore, the repetitive ‘Needs profile’ questions have been removed. A question asking for any other relevant information has also been added. Furthermore, any information not gathered in the form will be picked up by the later assessment carried out by Adult Social Care staff. These changes help reduce the length and repetitive nature of the form.

15. Unsure how to answer the question about what in my community helps me.

15. Line added: “If there is nothing in your community currently helping you, then please answer ‘None’”.

16. Question about what helped me cope in the past feels like duplication of the previous one.

16. This question is focused on how someone helps themselves rather than what support they get from their community. Guidance text is given with the question to explain this.

17. Question asking about ability to care for family members might invoke fear of answering due to perceived negative consequences. Some might struggle to explain what they struggle with clearly too.

17. Question removed. This information is covered by the later assessment carried out by Adult Social Care staff.

18. Wording in the section about what outcomes people hope to get from social care and support is confusing. The questions in this section covering personal care and eating well are repetitive and the wording unclear.

18. The question regarding outcomes has been removed to cut down repetitive nature of the form.

19. There is no option to express that you need support with finances.

19. If a financial assessment is needed, this will be picked up by a practitioner as they cannot be started by the adult themselves.

20. There needs to be a free text box at the end of the form with a general question for other comments that can supplement people’s tick box answers.

20. Two questions have been added: ‘Is there anything relevant to your situation you have not mentioned that you would like to?’, and ‘If you answered ‘yes’, please enter the relevant information here:’.

21. The dropdown function for answers is difficult to use.

21. The questions that have been removed from the form include those with dropdown answer options function.

22. Could there be an option for including support documentation as part of the form, e.g., a letter from a GP?

22. This is not in scope for this upgrade but will be considered for the future.

23. Question about how much money someone has got puts people off.

23. Although this is a delicate subject, Adult Social Care have asked for this question to be included so they can be clear with adults about what the expectations are around funding care.

24. It’s unclear that this form acts as the start of an assessment.

24. Information added to the ‘pre-form’ page to explain this form is the start of the assessment process and helps identify your needs.

25. There is nothing in the form about having a Personal Assistant.

25. This will be covered by practitioners in an assessment where appropriate.

26. It would help to include prompts to explain what you mean by risks.

26. Explanation text added to guide people on identifying risks in and out of their home.

27. Felt the save button was not very clear.

27. The save button is positioned to avoid users leaving the form before saving it and meets accessibility guidelines.

28. There are several areas of formatting that need updating, including bolder headlines, greater spacing between sentences and boxes, and position of buttons.

28. Where possible formatting has been changed. However, some elements cannot be changed as it is either not something we are in control of on the software the form is run on, or it goes against accessibility guidelines.

29. When coming back to the form, it’s not clear that you will need a new code each time you log in.

29. Clearer text added to explain you will receive a new verification code each time you log in.

30. The form feels like the Personal Independence Payment (PIP) form. Some people may get fatigued and be wary of giving this information again in case it affects their PIP.

30. Text added to explain why we ask the questions and how the information will be used.

31. It feels odd to have to register to continue with the form halfway through. I just want to get on with the form once I’ve started.

31. This is done so that people who are identified as not being eligible for support are stopped from going any further and having to register.