AN interim report on the state of domiciliary (home) care services in Warrington has revealed a need for urgent improvement in some areas.
Healthwatch Warrington, in collaboration with Warrington Borough Council’s Adult Social Care Commissioning team, has released its interim report into the state of domiciliary (home) care services across the borough, unveiling both promising strengths and areas needing urgent improvement.
Home Care was chosen by Warrington residents as a top priority for Healthwatch Warrington this year and the ongoing initiative has captured the lived experiences of people receiving home care and their families, combining data from over 1,100 service users and feedback from consultations, surveys, and real-life case studies.
Among the most pressing concerns raised:
• Inconsistent visit durations and late arrival times by carers.
• Language and communication challenges that hinder effective care.
• High turnover of staff disrupting continuity, especially for people with dementia.
• Mixed levels of training and professionalism across providers.
Many survey responses also praised carers who offered compassionate, timely, and person-centred support.
Healthwatch Warrington CEO Lydia Hughes
Healthwatch Warrington CEO Lydia Hughes commented: “This interim report gives a voice to residents whose stories might otherwise go unheard. It’s clear that while some providers deliver high-quality, empathetic care, systemic improvements are necessary to ensure dignity, safety, and continuity for all.”
As of May 2025, 79 responses had been analysed, with many more expected before the survey closes later this year. These findings have already been shared with Warrington Borough Council and care providers, with early recommendations focusing on improving punctuality, training, communication, and consistency among carers.
The full comprehensive report, including detailed recommendations and an expanded data set, will be published in December 2025.
Healthwatch Warrington encourages individuals with experience of home care services—either personally or through a family member—to continue sharing their insights by participating in the ongoing survey available on their website.
Home care user experiences highlighted in the report included:
“The main problem is that the young carers they are bringing in have little life experience and struggle to understand simple tasks at times.”
“There were a number of occasions when staff arrived without disposable gloves (which I provided) which seems to suggest a lack of preparedness.”
“Staff were not washing hands or changing gloves after emptying commode then make food.”
“Some carers were not clear on how to prepare some meals despite instructions.”
“The team that delivers the poorer care are not professional in my view.”
Concerns over home care time management included:
“They never stay for the full appointment time… lack of time provided by the provider.”
“They are supposed to be here for an hour but are gone in 40 minutes.”
“I haven’t used them for a long time yet but punctuality, staying for length of visits could be improved.”
“They would turn up over 2 hrs early… I had to choose no medication or risk overdose.”
”Carers rarely stayed for a full visit, but that’s the norm in my experience, unfortunately.”
Safety and trust concerns:
“I don’t feel safe with male carers… I feel like I don’t have a say or a choice. I have asked countless times for male carers not to be sent”
“The staff did not routinely engage with my father, they rarely referred to him by name, and there were many times when staff talked across him in foreign languages.”
Negative experiences and complaints
“Weren’t providing adequate care… I ended up cancelling and caring for Mum myself.”
“Not ideal but no real alternative.”
“An absolute disgrace… This company is a danger to the vulnerable people they supposedly care for.”
“It was the worst experience of our lives… I intend to contact Healthwatch about making a complaint.”
“Absolutely terrible my nan is now in a care home due to this company.”
“The carers themselves are great, but the company is erratic.”
“They do the bare minimum, but they aren’t here long and could do more.”
“Calls omitted at short notice due to agency workload – never informed by office.”
To take part in the home care survey CLICK HERE
The FULL REPORT can be read HERE
