Performance highlights
On a yearly basis Adult Social Care undertake a survey of the experience of adults in receipt of support and every other year we undertake a survey of the experience of carers. These infographics shows our performance. This information helps us set our future priorities and identify any areas for improvement.
Understanding the views and experiences of Adult Social Care Carers 2023 to 2024
A random selection of people with caring responsibilities who received an assessment or review within 12-month period prior to 1 September 2023.
- 300 people gave feedback during October to November 2023
- survey respondents age between 25 and 96, average was 65
- 33% male 67% female
- of the people who were being cared for, 41% had physical support 17% memory and cognition 25% unknown and the rest included learning difficulties, mental health issues and other needs
Enhancing the quality of life for people with caring responsibilities:
- Carers reported quality of life 7 out of 12
- 26% said they had almost as much social contact as they would like
Ensuring that people with caring responsibilities have a positive experience of care services and support:
- 33% of carers said they were satisfied with the support they received
- 60% said it was fairly easy to find information about services
Ensuring people with caring responsibilities are included and consulted in discussions about the person they care for:
- 69% of people with caring responsibilities felt included or consulted in discussions about the person they care for
The next Carers' Survey will be undertaken at end of 2025.
Understanding the views and experiences of Adult Social Care People with care and support needs 2024 to 2025
About the survey
Respondents were people who were accessing long term support as 1 December 2024:
- 740 gave feedback during January and March 2025
- survey respondents aged between 18 and 103. Average age 66
- 45% male 55% female
- of the people who were supported 52% had physical support, 30% learning difficulties, the rest had other needs
Enhancing the quality of life for people with care and support needs:
- people scored their quality of life 19.6 out of 24
- over said they had as 49% much social contact as they would like
- almost 8 out of 10 people said they have enough control over their daily life
Ensuring that people have a positive experience of care services and support:
- over 7 out of 10 people said they were satisfied with the social care and support they received
- 73 said it was fairly easy to find % information and advice about support, services or benefits
Ensuring that people who are vulnerable feel safe and protected from harm:
- 72 said services received % helped them feel safe
Section 75 Partnership Agreement
We have a Section 75 Partnership Agreement with Coventry and Warwickshire Partnership Trust (CWPT) for the delivery of integrated mental health services. This agreement, dating back to 2014, is renewed every 3 years. As part of the agreement and each year the Partnership Trust produces its own Annual Report of the performance of the partnership arrangements to provide integrated mental health services in Coventry and Warwickshire. This report when published will be available via the Trusts website.
Complaints and Compliments
Everyone has the right to receive a good level of service and we want people to get the best possible support from us. Listening to people's views helps us to put things right and improve our services for the future, so comments, compliments, complaints and suggestions are important and always welcome.
In 2024 to 2025 we received 85 statutory complaints but over 2 times more compliments (185).
"I want to thank you all for everything you did for mum; you put the joy in her day and I know this because she'd get off the bus and be humming coming up her stairs and her mood would be so much lighter." (Staff at Gilbert Richards Centre)"
"Very big thanks for coming out to see Mum and myself yesterday to talk through the Telecare system and then coming back in the same day to install and get things up and running. Thank you for your patience and working through those moments and chatting with Mum which made a real difference as she seemed settled and a lot more on board when I was leaving last night with further reassurance from myself." (Telecare)
Adult Social Care had 10 Local Government and Social Care Ombudsman (LGSCO) Ombudsman complaints in total, 4 being upheld.
Each year the Council produces an Adult Social Care and Local Government Social Care Ombudsman (LGSCO) Complaints Annual Report which is approved by the Cabinet Member for Adult Services. This provides an overview of our response to complaints and learning.
In 2024, our complaints leaflet was updated, identifying its availability in other languages and easy-to-read leaflet has been developed.