Unpaid carers urged to share experiences of care during year of Covid

Unpaid carers in England are being urged to give their feedback on the care their family and friends have received over the past year during Covid, at home, in care homes, at GP services and in hospital.

The feedback is being requested as part of the Because We All Care campaign, which was launched last July.

The campaign aims to help services identify and address quality issues and support patients by encouraging people to share feedback on individual experiences of health and social care services in England.

People can give feedback on their experiences of care, or those of someone they care for, on the CQC (Care Quality Commission) website or through their local Healthwatch.

Kate Terroni, chief inspector of Adult Social Care at CQC, said: “There are 6.5 million unpaid carers in England and their voices are extremely powerful. We are incredibly grateful that many carers have already shared their experiences of what care is like when delivered in their own home, in care homes, hospitals and GPs - good and bad – this is vital intelligence to CQC and really does make a difference.

"By the end of December we carried out over 1900 risk-based inspections using vital intelligence, including from carers and members of the public. I’d like to make a plea that carers continue to talk to us about what care is like as they are our eyes and ears on the ground.“

Concerns shared with CQC help the regulator to spot poor care quickly and take action.

Sir Robert Francis, chief executive of Healthwatch England, independent national champion for people who use health and social care services, added: “Unpaid carers are the backbone of our health and social care systems and their commitment and compassion have never been more vital. The COVID-19 pandemic has had a big impact on both them and those they care for whilst prompting a huge rise in the number of people taking on caring roles, ranging from shopping for food and collecting medicine to providing emotional support.

“And that is why we’re asking everyone who looks after their friends or family members to share their experiences of care services with their local Healthwatch.”

Helen Walker, chief executive of Carers UK, backed the call for unpaid carers to share their experiences saying: “The changing priorities of our health and care services during the COVID-19 pandemic has had a significant impact on unpaid carers, and the last 10 months have been an extraordinary time for them. Eighty-one per cent are providing more care for their loved ones, often as a result of health and care systems temporarily reducing their services and relatives’ care needs increasing.

"In many cases, unpaid carers have not got what they needed from these services, going for long periods without a break, not able to get the additional support they need, and in some cases reducing or giving up work altogether to care. Meanwhile some carers have been able to get the practical support they needed."

CQC do not have responsibility for resolving individual complaints, however CQC encourages people who experience or know about poor care to inform the regulator to inform their inspection programme.

Healthwatch aims to find out what matters to people and helps make sure their views shape the support they need. There is a local Healthwatch service in every area of England.

People can share their views on-line:

With Healthwatch www.healthwatch.co.uk/because-we-all-care

With CQC www.cqc.org.uk/give-feedback-on-care