Better Lives Research Report

Future Ealing and Better Lives seek to improve support to residents in need, focusing on helping them to stay well and be as independent and active as they can be. Carrying out social work visits and assessments within this context involves having meaningful and rounded conversations with service users, involving their families and carers, and linking them to local activities and community groups that can offer support and friendship, help reduce isolation and improve health and wellbeing.

In our capacity as a local Healthwatch, the London Borough of Ealing (LBE) approached Healthwatch to ask for support in reviewing social work reviews and reassessments taken place under the Better Lives work programme. During April to August 2019, Healthwatch Ealing staff and volunteers contacted 475 individuals who had received a social work assessment or review within that period.

The individuals we spoke with ranged in age, gender, ethnicity and disability. The service users were disabled physically or mentally, having Dementia, learning disabilities, and other long-term and life-limiting health and social care conditions and needs. Over 60% of those we spoke with were aged over 75 years.

During the period 128 individuals completed the survey over the telephone, a 26% response rate. We spoke with both service users themselves and many carers, where this was more appropriate. Individuals who indicated a preferred language other than English were accommodated by our staff and volunteers with additional languages – there were a small number of instances where this was not possible.

The results in the main were very positive. There was a large overall satisfaction with the service they received through the visit. Areas, where more mixed feedback or higher ratios of negative feedback were received, were in relation to questions around involvement in planning support; encouragement given to local services and activities that would help them to feel safe, active, and independent; clarity around the next steps and what to expect, including the provision of contact details; and the ease to which service users could find information about what is going on in the local community.

The findings are discussed in more detail in the main body of the report, which is complete with recommendations and areas of good practice.