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Your spotlight on local services

Healthwatch Greenwich publishes report into experiences of Greenwich adult social care services


Our latest report looks at people’s experiences of accessing and using Greenwich Council’s adult social care services. The work was commissioned by Royal Borough of Greenwich as part of the adult customer journey transformation programme, and the recommendations will feed into the transformation and improvement programme. Greenwich Council are committed to the principles of co-production and have developed a service user reference group, who meet regularly and feed directly into the transformation programme steering group. Healthwatch Greenwich also sit on the adult transformation board overseeing the changes.

Over the last nine months we have conducted focus groups, online surveys and face to face discovery interviews. We have heard from around 160 service users and carers. Our report highlights the key messages we heard and makes recommendations to deal with some of the more problematic themes we discovered. The people who spoke to us were self-selecting and are a small section of the c3000 adult social care service users in Greenwich, and the many more carers, friends and family members.

Greenwich Council has escaped the severity of cuts affecting many other local authorities, and generally most people in receipt of services are positive about their impact. That said, restructures, policy changes and funding restrictions over recent years, combined with apparent workload pressures on teams have contributed to a number of problems. For example, assessments and reviews for service users are sometimes delayed or incomplete and frequently repetitive. Complex and overly punitive financial monitoring worries both service users and their carers, in some cases causing stress and anxiety. Some services users feel that reductions in funding available for care support have led to a decrease in the choice and control they have over their own lives, with at least one young woman with a disability being forced to move back into the family home following a severe decrease in personal support. There are sometimes concerns over the quality and reliability of care workers from external agencies, often stemming form a lack of proper handovers, and not enough time to get to know clients and effectively meet their needs.

Full report download

Executive summary download

For more information contact Rikki on rikki@healthwatchgreenwich.co.uk or call 020 8301 8340.


Contact us

Healthwatch Greenwich
Gunnery House
9-11 Gunnery Terrace
SE18 6SW

Tel: 020 8301 8340