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Overview of feedback from the registered social care sector

We’ve published the feedback we have collated from our check-in calls with providers of services for adults and children during the peak of the COVID-19 outbreak.

The document we have published today provides an overview of our ‘check-in’ calls from 30 March until 26 July where our inspectors had 10,045 conversations with registered social care services in Wales about how they were managing the impact of COVID-19.

We hope the feedback captured in this document will help to inform winter planning for those working across the social care sector.

The main themes are drawn from responses across the range of registered service providers in Wales, and are not necessarily representative of individual provider circumstances.

What we did

To support the sector during this challenging time we paused routine inspections and began to make check-in phone calls with services to enable us to maintain regular contact, provide support to providers and understand the issues they were facing.  

We used the intelligence from our check-in calls, notifications from providers and incoming concerns raised with us to prioritise services where we had reason to be concerned about the safety and well-being of people. We also talked regularly with local authority and health board colleagues to share information, and utilised the feedback from our calls to inform the ‘Frequently Asked Questions’ section of our website.

Key findings

  • The importance of a rights-based approach, ensuring people receiving social care, and their families or advocates, are involved in decision making
  • Recognising, and minimising as far as possible, the impact not being able to see family and friends has on the mental well-being of many people
  • The importance of having a co-ordinated communication strategy that minimises duplication and clearly highlights key issues and changes to guidance
  • Ongoing access to infection prevention and control training and support
  • Ensuring easy access to sufficient personal protective equipment (PPE), with clarity about its use
  • Ensuring easy access to testing with a timely turnaround of results
  • The importance of support networks for managers and care workers recognising the isolation of the many small providers in Wales
  • The importance of continuity of staffing because of increased risk of agency staff transmitting the virus if they are working across different services
  • Recognising that providers are partners in care especially in relation to hospital discharge, as are family members, for many people.

Read the full document by clicking the link at the bottom of this page.

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