How your feedback on Adult Social Care makes a difference
One way we do this is by making your feedback anonymous and sharing it with Warwickshire County Council in a quarterly feedback report.
We share this information with the understanding that it will be used solely for the purpose of improving services for the people who use them.
What has happened as a result of Warwickshire County Council (WCC) hearing your feedback?
During 2025
1. Older People Commissioning Social Care and Health Commissioning requested all of the feedback reports (from July 2023). WCC will incorporate this information into its current review of the Care Home contract.
2. Healthwatch Warwickshire (HWW) and the Quality Assurance team have scheduled regular meetings to share feedback on care homes and inform visits. It has been agreed that the Quality Assurance team will receive all feedback on Discharge to Assess care home beds immediately.
During 2024
3. These feedback reports were made available to all WCC staff through the co-production in Social Care and Support pages, on the WCC staff intranet (under current work).
4. The Memorandum of Understanding, which sets out the agreement for sharing feedback between HWW and WCC, has been extended for another 12 months until July 2025.
5. Quarterly meetings were set up between WCC and HWW to discuss the feedback and outcomes.
6. WCC has continued to support HWW in answering people’s questions, often requiring liaising with different teams.
7. HWW has continued to support everyone who shares their feedback by listening, raising issues with people who can make a difference, offering information and signposting, and informing people about appropriate courses of action.
8. WCC set up an Experts by Experience program to hear directly from and work in partnership with people using Adult Social Care.
9. The Independent Living Team (ILT), which supports the Direct Payments process, changed its structure so that information about how it works is shared much earlier.
10. WCC looked into strengthening its information offer by exploring the use of video to explain the services available.
11. HWW met with the WCC Contract Monitoring Team to discuss how they use the anonymised feedback from HWW on Care Homes and Domiciliary Care Providers. It was agreed that feedback will be sent quarterly with providers identified, and immediately if a serious concern is identified. This feedback is confidential and will not be shared with providers, as it could identify individuals who have not given permission to share their feedback with the service.
12. WCC and HWW co-created a webpage on Adult Social Care for the HWW website
During 2023:
13. HWW held an online discussion on people's experiences of Adult Social Care, attended by Warwickshire residents and WCC. Based on the feedback from this session, HWW wrote a report that was shared with the Senior Management Team at WCC.
14. The Head of Adult Social Care wrote to the session attendees to thank them for their feedback and inform them how WCC will use the information they shared to improve services.
15. HWW and WCC agreed that from July 1, 2023, HWW will anonymously share their feedback on Adult Social Care with WCC. Both organisations have signed a Memorandum of Understanding outlining how this feedback will be shared and used in accordance with GDPR.
16. In response to feedback from the online discussion held in April, WCC rewrote the information it provides on paying for adult social care. HWW staff, volunteers, and attendees of the Adult Social Care discussion in April were invited to provide feedback throughout. The Finance Team discussed each piece of feedback on the financial information leaflet, and further revisions were made to the leaflet and WCC’s online information on Paying for Social Care
17. A representative from the WCC Adult Social Care team attended an event on ‘The State of Care in Rugby’ held by Healthwatch Warwickshire and listened to carers talk about their experiences of trying to get support when caring for a person with Dementia.
