1. Newcastle City Council Social Care User Experience Survey 2014/15 Louise Reeve

2. Methodology

3. Background Statutory national survey for 2014/15 Previous surveys: 2010/11, 2011/12, 2012/13, and 2013/14. 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?

4. Change in survey method… Change from RAP to SALT reporting in 2014/5 Service users whose only services are the provision of equipment, professional support (except mental health clients), or short-term residential care are no longer included in the survey Full-cost clients are now included in the survey. HSCIC exploring effect on time-series comparison – results in September 2015 So …cannot compare 2014/15 with earlier survey findings without bearing this in mind Are changes due to change over time, or the change in who is included in the survey?

5. Who is in the survey?

6. How many people? 4,327 people receiving care and support services from Newcastle City Council between 1 September – 31 December 2014 January to March 2015 – questionnaires sent out 1075 service users (stratified random sample) 400 returned questionnaires 37% response rate Results representative to within 4.7% either way

7. About the people in the survey 94% white ethnic background 86% Christian 70% getting care in a community setting 64% aged 65 and over 60% female 53% receiving services due to need for physical support 57% having services delivered via an LA- managed personal budget

8. Indicators and comparisons

9. 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? 2014/15 score = 19.2 Maximum possible: 24.0 (80.0%) 2013/14 = 19.3 2012/13 = 19.2 2011/12 = 19.4 2010/11 = 18.9

10. ASCOF 1A – Domains Little difference between 2014/15 and previous years

11. Other ASCOF Indicators 4B Services help with feeling safe = 80% 3D Part 1 Easy to find information = 79% 1B Control over daily life = 78% 4A Feel safe = 71% 3A Overall satisfaction = 62% 1I Social contact with others = 46% “I have as much social contact as I want, with people I like.”

12. ASCOF 2011/12 to 2014/15

13. Changes between 2014/15 and 2013/14 Lower percentages of most positive response to questions about aspects of life… …but, higher percentages of people saying “yes, care and support services help with these aspects of my life”.

14. Social care users…. 2014 Regional average 1A Self-reported quality of life19.219.3 1B Proportion who have control over their daily lives 77.778.6 1L Who have had as much social contact with others as they would like 45.946.7 3A Overall satisfaction with social care and support services 62.366.5 3D Find it very or quite easy to find information about support 78.9 4A Feel safe70.871.6 4B Say that social care and support services help them to feel safe 79.688.4 Regional ASCOF 2014/5

15. Why is overall satisfaction slightly lower? From 65.0% in 2013/4 to 62.3% in 2014. (Carers survey: From 52.6% in 2012 to 44.4% in 2014) Some other NE local authorities have also seen drops in satisfaction. Others have had very small increases. A verdict on all services people are receiving: social care, health, housing, benefits? Media effect? Impact of cuts in service funding? Who is most dissatisfied, and why? Decrease in “very or extremely satisfied” matched by increase in “quite satisfied”

16. Satisfaction and information

17. Satisfaction, and how care and support makes people feel

18. Do care services help?

19. Control and social contact Do care and support services help? 92% say they help with overall quality of life 90% say they help with control over daily life 78% say they help them to keep clean and presentable, and help to get food and drink 70% say they help with keeping the home clean

20. Information and advice Most people said they would prefer to find out information about care and support services either by letter (52%) or face to face (45%). 76% would talk to a family member in the first instance if they felt unsafe or worried 68% said they knew how to make a complaint and felt they could if they wanted to. 19% said they did not know how to make a complaint, but felt they could find out if they wanted to 47% would complain by telephone.

21. About social care users’ lives

22. What people can do People were asked whether they could: feed themselves get in and out of bed get around indoors without help wash their hands and face use the toilet dress themselves. In each case, a majority said that they could do this This does not mean that the majority of people in the survey can do all of these activities without help. For example, some can wash their face and hands, but cannot get around indoors without help. 91% say their home either meets their needs very well, or meets most of their needs. “The security I have in my building helps, and the security cameras I have really make me feel safer.”

23. What people find difficult 69% either found it difficult to get to all the places in their local area that they wanted to, could not get to all the local places they wanted to, or did not leave their homes. 68% either cannot wash all over by themselves or find it difficult. 67% cannot manage their finances or paperwork without help. 7% had someone else answer on their behalf without asking them the questions

24. Health 68% of respondents reported moderate or extreme pain or discomfort. 49% reported moderate or extreme depression or anxiety. Only 36% of people in the survey described their health as good or very good. 45% said it was “fair”. “I had a severe stroke over three years ago, and I cannot walk or talk. I have difficulty at times making my wishes understood.”

25. Extra help Just under half (47%) of people in the survey were getting practical (unpaid) help from someone living outside their household. Most people (67%) did not pay, or have their family pay, for any extra help. 76% had someone else help them to complete the questionnaire. The most common form of help was reading the questions to someone (47%).

26. Our own questions 70% of people thought our services had stayed the same over the past year (19% thought they had got better). Most people said that whether their home met their needs (59%) and having friends and family nearby (59%) was important in helping them feel safe in their homes.

27. What next?

28. What next for the survey? Possible inclusion of integrated care questions in both Social Care Users and Carers Surveys (see link above for examples.) Geographic analysis: May be including LSOA data in survey datafiles. Short-term reablement clients: Possibility of an additional survey of these clients in future, but no timetable set for this. Online surveys? Very unlikely as a) does not suit many people in these groups, b) not all councils are able to do this.

29. Where Next? Similar findings to previous years, despite changes in sampling. Awaiting national analysis of impact of sampling method changes to the survey findings Generally positive results, though some less positive (getting around outside the home, overall satisfaction). Very rich data from survey available, which is representative of all service users. Consider how findings can be explored further to help understand service users’ needs and views.

30. Appendix: Equalities and safeguarding

31. RGF – Reminder A quick reminder that all proposed research projects involving Wellbeing, Care and Learning service users or carers need to go through the Research Governance Framework (RGF). This ensures that: Research is ethically sound, with minimal risk to the researcher or the participants Research meets necessary quality standards The Newcastle RGF Lead Officer is Suzie Cooper: suzie.cooper@newcastle.gov.uk suzie.cooper@newcastle.gov.uk If you know of anyone (student, member of staff, academic) proposing to conduct such research, they should be referred to Suzie Cooper before the research begins.

32. 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

33. Safety and confidentiality The survey is confidential. Only researcher knows who has been sent a questionnaire and who replied Participants are not identified in the report Any comments / responses giving rise to concern for safety or wellbeing are referred to the Social Care Direct Team Manager