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February 2017 Domiciliary Care Services Stoke-On-Trent City Council

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February 2017 Domiciliary Care Services Stoke-On-Trent City Council OPEN Older People’s Engagement Network February 2017 Domiciliary Care Services Stoke-on-Trent City Council Jointly funded by Stoke- on-Trent City Council and Stoke-on-Trent CCG 1 2 Contents Page Introduction 5 Recommendations 6 Guest Speakers 8 Dialogue – Feedback from the questions posed; In your opinion, what are the most important things for someone who 12 receives home care? What concerns do you have about home care and what changes do you 16 think Stoke-on-Trent City Council should consider? How can Stoke-on-Trent City Council most effectively communicate with 22 people who use the home care services? Our Partners 26 Appendices 27 February 2017 Forum Programme 3 OPEN Forum Attendees Meir Community Centre, 23 Feb 2017 (top left) Derek Brindley Chair of the OPEN Committee All photographs contained in this report courtesy of Christine Humphreys, OPEN Committee member 4 Introduction On 23 February 2017, Saltbox held an Older People’s Engagement Network Forum to discuss domiciliary care services contracted by Stoke on Trent City Council. Despite hurricane ‘Doris’ that swept through the country on that day, 50 residents aged 50+ attended the OPEN forum to give their views. Partner organisations had information stalls on the day and took part in facilitating the discussion sessions. The OPEN Forum focussed on the flowing themes:- • How can Stoke-on-Trent City Council most effectively communicate with people who use the home care services? • In your opinion, what are the most important things for someone who receives home care? • What concerns do you have about home care and what changes do you think Stoke-on-Trent City Council should consider? In addition, through the OPEN outreach work, a further 232 residents gave their views about domiciliary care services. This includes feedback from residents who currently use the Saltbox CareLink telephone befriending service who are housebound and isolated. The following 15 groups have been involved in giving their feedback: Goldenhill Out and About Club Ladies Self Support Group Bucknall Methodist Church Lunch Club St. Andrews Church, Sneyd Street, WRVS Brindley Ford Snack and Chat Group Outriggers Club, Trentham Lakes Chatterley Centre Lunch Club, Stoke North Live at Home Scheme Age UK Art and Craft Group at St. Johns Centre, Trentvale Age UK West End Knitting Group, Stoke Moss Green Friendship Group Stroke Support Group, Longton Potters Club Social Group, Birches Head Wellesley Hall Tuesday Group, Sneyd Green Heron Cross Allotments Group Clients using the CareLink Service. This report contains the valuable feedback from 282 residents and makes recommendations which will be used to inform commissioning decisions about older people’s domiciliary care services. 5 Recommendations On 07 April 2017, members of the OPEN Committee met to agree the recommendations to put forward following feedback from 282 residents living in Stoke-on-Trent about domiciliary care services. In your opinion, what are What concerns do you have about home care and the most important things what changes do you think Stoke-on-Trent City for someone who receives Council should consider? home care? Increase the time spent during a home visit to have Minimum of half-hour enough time to converse and chat with the client – appointments, (for customer service-just as important as practical care example two half-hour and can be done at the same time. slots instead of four 15 minutes slots). What is the minimum standard of training for care workers? Customer service training should be mandatory – for example, all care workers should Consistency of call receive an agreed level/standard of customer times(currently they can service training. vary to what was agreed with the client). Do the carers get paid for the hours that they work or just for their time visiting carers? Paid travel time should be part of the Stoke-on-Trent Consistency of the same City Council contract to deliver care to older carer(s) visiting clients. people. Client’s needs can change in a short time – Consistency and quality of sometimes it can take 6 weeks for an the care provided by the assessment and then the client may have to wait different carers from again until their care needs are changed. Care different care providers need to respond quicker to the clients organisations. changing needs. 6 How can Stoke-on-Trent City Council most effectively communicate with people who use the home care services? Carers should be the appointed Additionally family members person for the city council to most should be consistently updated effectively communicate with about any changes to the clients’ people who use the home care needs/care provided. service. For people who don’t have any family, how do they voice their views or be taken seriously? As part of everyone’s provision packs, contact telephone numbers should be displayed for the Care Provider, Stoke-on-Trent City Council and Healthwatch Stoke-on- Trent, in case of query or complaint. These telephone numbers should be listed clearly on the front page of the folder that is given to client. From left to right; June, Pat and Ann, members of the OPEN Committee, Meir Community Centre, 23 Feb 2017 7 OPEN Forum - Presentations Feedback from the October 2016 OPEN Welcome & Introductions Forum/Community Conversation Lloyd Cooke Anna Collins - Head of Communications and Chief Executive, Saltbox Engagement, North Staffordshire and Stoke-on-Trent Clinical Commissioning Group Anna thanked OPEN for their work in The Older People’s partnership with the Clinical Commissioning Engagement Groups during October 2016 . The OPEN Network is an Forum/Community Conversation discussed exciting project health services commissioned by the CCG to giving people aged help people stay independent, healthy and 50+ opportunities to prevent trips and falls. influence how services are provided. The findings from the discussions held at the forum have been fed back to the Patient and Public Involvement Steering Group and the top 8 recommendations have been approved for action by the board. Information sheets detailing the recommendations The service’s main focus is on ensuring that made were included in the packs made available to all attendees. conversations are held and that these are then fed back to services in order to improve the impact of service Anna confirmed that she would be happy to return in 6 months’ provision to people aged 50+. time to report on the progress being made by the CCG. 8 OPEN Forum - Presentations Age UK North Staffordshire Revival Help at Home Service Hospital Support Team and Home Improvement Agency Sue Kewley Alison Lawson and Michaela Burton The service was set up in 2008 as a The Hospital Discharge service provides Social Enterprise. The funding, from support for people to get home from hospital. Stoke on Trent City Council, was It prevents readmission and helps people to part of ‘preventative funding’. The return home as soon as possible, enabling aim was, and is, to assist people them to remain independent. Revival can aged 50+ who were finding it provide the following services: difficult to manage everyday practical tasks at home. We can assist with: Allocated Support Worker The Help at Home service can assist with shopping, Home repairs and improvements Aids and adaptations paying bills, collecting prescriptions, laundry at clients home or at the launderette and ironing. Energy efficiency Falls prevention The service also offers general cleaning including: Dusting and vacuuming Benefits advice/checks Housing options Cleaning - bathroom, kitchen, inside of windows Changing bedding and making beds Referrals to other organisations Defrosting/cleaning of fridges In certain circumstances, they can also provide escorted shopping calls. 9 OPEN Forum - Presentations Domiciliary Care Services Contracted by Stoke on Trent City Council Scott MacDonald - Adult Social Care Commissioning Manager, Stoke-on-Trent City Council Home Care (or Domiciliary Care) is a care and support service, which is delivered in peoples’ own homes and is sometimes referred to as ‘Home Care’. Carers will visit service users’ houses and will deliver a range of support services, which can include elements such as assisting people to bathe and dress (personal care), help with medication and prepare meals. The carers provide the support in line with a care plan, which has been developed by a social care professional following an assessment of the individuals’ needs. Some service users will only need one short care call per day, but some service users with more complex needs may require up to four care calls per day with two staff. We currently have about 1,100 people in the City who receive services in their home delivered in this way. Calls last a minimum of quarter of an hour, but most often these calls are half an hour, many calls are an hour long. Some are overnight stays, especially when people need to settle back home following a hospital stay. Each call can be attended by one or two carers. In some cases even three. This means that, every year, over 1.2m care calls are delivered in Stoke-on-Trent. We need to ask all people with a stake in these services what is important to them. We want to ask people who use the service, people who may need to use the services in the future and the families of all those people to find out what currently works well, what needs to be reviewed and what we should be doing to improve the services. All of these elements will be factored into the decisions around how the new service will operate. We are looking for feedback, comments on the service; what works well, what needs to be reviewed, what we could be doing differently. 10 Discussion Sessions, OPEN February 2017 Forum (top left) Laurie Scott, Saltbox Operations Director (bottom left) Cliff Hathaway, OPEN Engagement Officer 11 DIALOGUE This is a full list of the feedback obtained from 282 residents during the OPEN Forum and during consultations with community groups of older people 1.
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