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Newcastle City Council Social Care User Experience Survey 2012/13

Newcastle City Council Social Care User Experience Survey 2012/13. Vanessa Clarke Louise Reeve. Background. Statutory national survey for 2012/13 Previous surveys: 2010/11 and 2011/12. V iews of service users in England and Wales about local authority care and support services.

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Newcastle City Council Social Care User Experience Survey 2012/13

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  1. Newcastle City CouncilSocial Care User Experience Survey 2012/13 Vanessa Clarke Louise Reeve

  2. Background • Statutory national survey for 2012/13 • Previous surveys: 2010/11 and 2011/12. • Views of service users in England and Wales about local authority care and support services. • Purpose of the survey is to provide assured, benchmarked local data on outcomes to support local services to think about: • Do specific groups experience better outcomes, • Are services meeting all outcome needs, • Are social services adding value to people’s lives?

  3. How many people? • 5291 people receiving care and support services from Newcastle City Council between • 1 September – 31 December 2012 • January to February 2013 –questionnaires sent out • 1227 serviceusers • 497returned questionnaires • 41% response rate • Results representative of all Newcastle • social care users to within 4.2%

  4. Helping people take part • Everyone was sent a 14 point font size questionnaire • Large print provided • Offer other formats: • British Sign Language • Telephone interview • Interview in person • Other languages

  5. Safety and confidentiality • The survey is confidential. • Only researcher knows who has been sent a questionnaire and who replied • Participants not identified in the report • Any comments / responses giving rise to concern for safety or wellbeing are referred to the Safeguarding Unit

  6. About the people in the survey • 94% white ethic background • 87% Christian • 64% had a physical disability, frailty and / or sensory impairment • 63% aged 65 and over • 59% female • 48% getting care at home

  7. ASCOF 1A: Social care- related quality of life • Combination of different aspects of people’s lives: • nutrition • personal care • safety • social contact • how they are helped • control over daily life • can they spend their time doing what they want? • 2012/13 score = 19.2 Maximum possible 24.0 = 80% • 2011/12 = 19.4 • 2010/11 = 18.9

  8. ASCOF 1A – Domains

  9. Control and social contact • Do care and support services help? • 84% say they help with control over daily life • 63% say they help with social contact with others • 61% say they help with spending time as they want to “The care worker I have is very good. He is there for me, no matter what.”

  10. Other ASCOF Indicators • 1B Control over daily life = 79% • 3A Overall satisfaction = 63% • 3D Easy to find information = 72% • 4A Feel safe = 72% • 4B Services help with feeling safe = 74% • “The care and support provided to me for the very difficult life I have led, means a lot to me. I am most grateful for all the care, time, empathy provided to me.”

  11. ASCOF 2011/12 and 2012/13

  12. Information and advice • 75% would talk to a family member in the first instance if they felt unsafe or worried • 71% said they knew how to make a complaintand felt they could if they wanted to. • 52% would complain by telephone. • 33% would use an online form to make a complaint.

  13. What people can do • Majority of people can do the following without help: • feed themselves • get in and out of bed • get around indoors without help • wash their hands and face • use the toilet • dress themselves. • 92% say their home either mets their needs very well, or meets most of their needs. “I can get around my flat with a trolley by myself, but I need a wheelchair and a relative or care worker with me outside.”

  14. What people find difficult • 66% either found it difficult to get to all the placesin their local area that they wanted to, could not get to all the local places they wanted to, or did not leave their homes. • 61% either cannot wash all over by themselves or find it difficult. • 55% cannot manage their • financesor paperwork without • help. “I have difficulty walking any distance, so I have to spend a lot of time alone in my flat.”

  15. Health • 63% reported moderate or extreme pain or discomfort. • 48% reported moderate or extreme depressionor anxiety. • Only 36% of people in the survey described their health as good or very good. • 46% said it was “fair”. • “I have rheumatoid arthritis and am depressed. I have trouble using my hands, walking, sitting for long, sometimes I don't leave my room.”

  16. What did people tell us? • 27people were happy with care and support services • Happy with care and support services in general • Happy with care workers • Happy with residential care • 22people were unhappy with aspects of care services Unhappy with change in care provider or care worker • Unhappy with residential care • Friends and family, including spouses, provide support 10 people • Cannot go out alone, have to have help to do this • 6 people

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