Social care users and satisfaction

The Personal Adult Social Care Survey asks people over 18 who use services wholly or partly funded by social services about their experiences. The questionnaire is conducted yearly and looks at quality through patient experience to understand whether services are helping people to live safely and independently.

What do services users say about how satisfied they are with services?

The proportion of respondents who said they were satisfied with their care and support was 64.7% in 2014-15 and 64.4% in 2015-16. In 2015/16, an additional 27.2% were quite satisfied with the services they received (data not shown). The changes to the methodology create a break in the time series in 2014-15 and direct comparison to previous years is not possible.

Updated September 2016.

How has satisfaction with social care services changed by region?

Looking at satisfaction by region, we can see that London performs worse overall, with 60.3% of those in London being satisfied compared with the national average of 64.4% in 2015-16.

Evidence suggests that there is a 'London effect' experienced in healthcare where people in London are in general less satisfied with their care compared to the rest of England. Research suggests this could be due to a younger, more transient and more ethnically diverse population in London[1-3]. This effect could be used to explain the similar results we see here in social care service satisfaction.
[1] General practice in London Supporting improvements in quality (King's Fund)
[2] Understanding Public and Patient Attitudes to the NHS (Healthcare Commission)
[3] Anne Rainsberry: what does health care currently look like in London? (King's Fund)

Updated September 2016.

About this data

There were a number of changes to the survey methodology in 2014/15. The most important changes to note are:

• The population covered by the survey now includes only those in receipt of long-term support services; those in receipt of low-level support only (such as equipment and adaptations, professional support, or short-term residential care) are not included in the survey population or sample.

• The population covered by the survey now includes those service users who receive support from CASSRs in terms of assessment and care management but who pay in full for the cost of their services (full cost clients); previously service users were included only where the CASSR made a contribution towards the costs of services received.

• The methodology used to weight the results has been enhanced to improve the accuracy of the estimates presented.

Because of these changes, it is not possible to make direct comparisons between data for 2014/15 and previous years.

For further information, please see NHS Digital


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