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Customer Experience

This indicator is measured via the biennial Survey of Adult Carers in England and represents the percentage of respondents who answered question 13 who find it "very easy" or "fairly easy" to find information about services. It is part of the Adult Social Care Framework (ASCOF).

This indicator is measured via the Adult Social Care Survey and represents the percentage of respondents who answered ASCS question 12 who find it "very easy" or "fairly easy" to find information about services . It is part of the Adult Social Care Framework (ASCOF).

This indicator is measured via the biennial Survey of Adult Carers in England and represents the percentage of respondents who answered question 15 who said that they usually or always felt involved or consulted in discussion about the person they care for. It is part of the Adult Social Care Framework (ASCOF).

This indicator is measured via the biennial Survey of Adult Carers in England and represents the percentage of respondents who answered question 4 who were satisfied with their experience of care and support. It is part of the Adult Social Care Framework (ASCOF).

This indicator is measured via the Adult Social Care Survey and represents the percentage of respondents to question 1 who said they were satisfied with their care and support. It is part of the Adult Social Care Framework (ASCOF).

The Personal Social Services Adult Social Care Survey is an annual survey for England that took place for the fourth time in 2013-14. The survey is designed to cover all service users aged 18 and over in receipt of services funded wholly or in part by Social Services during 2013-14. It seeks to learn more about how effectively services are helping service users to live safely and independently in their own homes, and the impact of services on their quality of life. The survey is also used to populate some of the measures in the Adult Social Care Outcomes Framework.

These statistics provide useful insights into the lives and experiences of the members of our communities who rely on social services. They will be of use not just to people who plan, provide or use services, but also more widely to all those who take an interest in the vital support that social services can provide to some of the most vulnerable in society. The information provided in this report is provisional and there will be a more detailed report, including fully validated data, which is due to be published on 9 December 2014.

This can be accessed by clicking here: bit.ly/1ndfltF

This report highlights the work done by Bolton LINk around issues involving 'Homecare' Services in Bolton and the views of those individuals using the care. It uses those views to form a response to the issues and concerns to commissioners and providers. It should be read by all those involved in the commissioning and provision of services associated to specifically 'Homecare'  but also wider individual care -based services.

Putting People into Personalisation: Relational approaches to social care and housing, argues that social care needs a radical shake up to ensure genuine choice and empowerment for older people. Although not policy, it does present interesting ideas and discussion points for those involved in the commissioning of services to older people and/or housing. The green paper is attached below, and the website can be accessed here: http://bit.ly/5LNFV3

Other Bolton's Health Matters Knowledge Hub resources of relevance:

The report and summary presentation (attached below) present a summary of the key findings of the statutory 2011-12 Adult Social Care Survey together with data tables for all questions including comparisons with 2010-11 and North West and England averages.  They show a detailed breakdown of the adult social care 'customer' base alongside their perception of the services they currently recieve. Both of these documents should be of great interest to those involved in the commissioning and provision of adult care services in Bolton.

This report and presentation (both attached) show a summary of the key findings of the statutory 2012-13 Caring for Others survey together with data tables for all questions including comparisons with the 2009-10 pilot survey and North West and England averages (to be added summer 2013 once data is published). It contains quantitative and qualitative data on the carer demographic, experience & opinions of care and support, quality of life outcomes as well as stakeholder comments.

This is essential reading for all those with the commissioning and provision of care services.

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