Dignity and Respect Campaign

BREAKING NEWS

December 2011

Crisis in homecare: Manchester fights back

As inquiry reveals how older people’s basic rights are trampled in the provision of homecare, Manchester LINk fights back with new customer guide.

In the wake of the Equality and Human Rights Commission’s inquiry into the home care system in England, Manchester LINk is empowering customers to fight back with the publication of “Your Homecare, Your Rights: A guide for customers”. The inquiry reveals disturbing evidence about the quality of personal care provided in the home (homecare) and highlights how the poor treatment of many older people is breaching their human rights. Many are also struggling to voice concerns about their care.

The final report of the Commission’s inquiry, 'Close to home: older people and human rights in home care', says hundreds of thousands [1] of older people lack protection under the Human Rights Act. This is because care services are predominantly provided by private and voluntary sector organisations whose services are not covered by the Act. The Commission calls for this legal loophole to be closed, especially as ways for older people to complain about their homecare are either insufficient or not working effectively. Reasons for their reluctance to make a complaint about their treatment included not wanting to get their care workers into trouble, fearing repercussions such as a worse standard of care or no care at all, and preferring to make do rather than make a fuss.

Manchester LINk contributed to the inquiry with evidence collected during the ‘Tell us YOUR story’ project, aimed at better understanding the actual experiences of homecare customers in the city. This project, too, identified issues around complaints illustrated by the following verbatim comments from service users:

Albert from Crumpsall: “I feel I get a good service because I demand a good service, whereas I feel that other people… don’t get a good service because they are vulnerable and feel vulnerable and would not dream of complaining.”

Brian from Burnage: “Sometimes these old people think that they’re treated like idiots… and it’s just if they complain more it would be better.”

Maude from Moss Side: “It’s the hassle – well you know when you’re not fit enough and you feel sometimes you’d like to say something but you’re just too frightened to offend them really.”

Another customer, Emma Jane from Chorlton, said she would never dream of complaining about the care workers because “it’s them who’ll still make my sandwiches”, emphasising the direct dependence of some older people on staff to meet their most basic of needs.

This is also illustrated by Barbara from Moston, who told us that “we have recently changed my dad’s care from an agency to a personal assistant. A few days after the new care worker started my dad asked me whether the old one would come back. When I told him no he said ‘That’s good, the other one used to bully me’. I was horrified to hear him say that and still can’t believe he never told me while it was going on.”

The new publication “Your Home, Your Rights - A guide for customers” empowers vulnerable people by telling them what they have a right to expect and how to raise complaints. It gives real life examples of experiences customers have had – good and bad – to help others understand what good care looks like and how they can ensure they receive it. A short fact sheet summarising the longer guide is also available for professionals working with older people.

Manchester LINk is now encouraging local homecare providers to pledge their support for the booklet by promising to use it proactively throughout their organisations. With their help, the help of voluntary and community sector support organisations, and Manchester City Council, customers will be empowered to fight for their rights and finally have their voices heard.

Feedback regarding the Guide from professionals:

"I've circulated the Home Care Guide round this office's social workers and care managers and all the feedback I've had has been generally good, a few have thought that the length might put people off reading it UNTIL they need it. I'm told that a lot of people who do have problems with home care tend to ring their care manager even if their case is now closed, so care managers spend a fair bit of time encouraging folks to try sorting things out themselves with the provider. They like that they will be able to refer people to the Guide."

"Really good, clear guide. I would feel confident about giving this to a vulnerable person receiving care. Very appropriate language. I particularly like the quotations, which humanise what could be a rather dense, intimidating document.”

Feedback regarding the Guide from customers:

“I read your paper and it was very good. It was a lot to read but I understand how it all works better now and what I should be asking for.”

“When I had the carers directly from City Council at the beginning [short-term team] they were really good and reliable. You could tell that they were properly trained. The carers now aren't as good. For some it is just a job, they don't care. When I fell again and had to be treated in hospital I was afraid of having to get the carers again but actually it's much better now. The other day I had to ring about something and ended up speaking to the boss by accident because he answered the phone. I wouldn't have mentioned it. Only I had just read your brochure so I thought I might as well. Now I get the same carer to come twice a week at the same time, 9am, which should be better. I mean, they never did anything horrible to me, they just weren't reliable and I never knew when they'd be coming and who it would be. If I have an issue in future I'd speak to the boss again and I'd be confident he'd resolve it.”

For more information about this campaign please contact Valeska on 0161 874 2190 or by email to valeska@thebha.org.uk.
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