Homecare Fact Sheet review - People Bank involvement
Overview
East Sussex County Council has produced a new factsheet to explain about care in your home arranged by Adult Social Care. We asked People Bank members to review the factsheet to check if it is clear, helpful, relevant, and easy to understand.
What our user testers said |
How we responded |
| The section ‘what does home care include’, should include tasks like shopping and going to bed. | Agreed. We have adjusted the list of examples to included, household tasks and going to bed. |
| The section "What we expect from you" felt too strongly worded. | Agreed. We have revised the tone to be warmer and more reassuring while still explaining our commitment to keeping people and staff safe and treating everyone with respect. |
| People may not know who to contact with questions or concerns. | Agreed. We have strengthened and reordered information, about who to contact and how to contact them making it clearer when people should speak with their home care provider and adult social care, if they have questions, concerns or changes to discuss. |
| The term "support plan" was unclear. | Agreed. We have reviewed the wording and used more familiar language where possible, including referring to a "care and support plan" where this is the term people are more likely to recognise. |
| The language felt too formal in some parts of the factsheet and included Adult Social Care jargon. | Agreed. We reviewed the wording throughout the factsheet and replaced jargon with clearer, more straightforward language. |
| More reassurance was needed about raising concerns or asking for help. | Agreed. We have added clearer messages that people can contact their home care provider or Adult Social Care if their needs change or they need support. |
| The information about costs was not detailed enough. | Information about paying for care is available in our Adult Social Care Leaflets and factsheets. To avoid duplication of information we have included links this information, so people know who to contact for personalised advice if they still need it. |
| The feedback section sounded like it was only for complaints. | Agreed. We have revised the wording to make it clear that people can share compliments, feedback, and complaints. |
| The factsheet should explain how care workers access and announce their arrival at your home. | The information describes that care workers will follow individual preferences, such as knocking, ringing the bell or using a key safe where appropriate. |
| Some people may find the factsheet difficult to read. | Agreed. All Adult Social care factsheets are checked for accessibility, to ensure the information is easy to read and available in a large print version. Alternative formats are available on request. |
| The review section did not feel reassuring enough. | Agreed. We have revised the wording explaining that people can request a review if their needs change and contact Adult Social Care before their scheduled review. |
| Contact details are important when cancelling visits or making changes. | Agreed. We have reviewed and clarified contact information throughout the factsheet to help people know who to contact and when. Including what stage the home care provider will provide a point of contact. |
| The factsheet did not make it clear who it is intended for. The information is good for people leaving hospital or who have a social worker, and for whom home care is arranged by Adult Social Care. | Agreed. We have clarified that the factsheet is for people whose home care is arranged by Adult Social Care. The factsheet will be given to people at the point of agreeing home care as part of a package of care. |
| The factsheet is not suitable for people arranging and paying for their own care and support at home. | Agreed. We will share this feedback with the Adult Social Care, Information and Advice Team for inclusion when planning future work to improve information for people arranging and paying for their own care. |
“Thank you so much for reviewing the factsheet for us. We are encouraged by the positive feedback and warmly welcomed all your suggestions. We have incorporated these wherever possible. We will monitor the effectiveness of the factsheet to understand if people’s experiences of information and communication about care and support at home improve as a result.” – Older People’s Commissioning Team
Areas
- All Areas
Audiences
- Residents of East Sussex
Interests
- Care and support services (adults)
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