The Service User Experience of Careline
We spoke with 22 Careline service users and carers and four Careline staff members, using a combination of surveys and qualitative interviews. We also met with Careline management at both Ealing and Harrow Councils to understand the wider operational context.
Key Findings:
•Most service users feel safe and independent because of Careline.
86% told us the service enables them to live independently, with some saying they would not be able to remain at home without it.
86% told us the service enables them to live independently, with some saying they would not be able to remain at home without it.
•The transition from Ealing to Harrow caused very few operational issues.
Only one out of 22 service users reported practical difficulties — specifically around equipment collection and payments.
Only one out of 22 service users reported practical difficulties — specifically around equipment collection and payments.
•Communication about the transition was a key concern.
Many service users were unaware a transition was taking place until after it had happened.
Many service users were unaware a transition was taking place until after it had happened.
•Careline response times and support were generally positive.
Most users reached staff quickly during non-emergencies, and incidents such as falls were handled effectively.
Most users reached staff quickly during non-emergencies, and incidents such as falls were handled effectively.
•Awareness of Careline in the wider community is low.
Many residents we met at community events had never heard of Careline, despite being eligible or likely to benefit.
Many residents we met at community events had never heard of Careline, despite being eligible or likely to benefit.
•Staff enjoy supporting service users but face a fast-paced, demanding workload.
While staff feel supported by colleagues and managers, few were aware of or engaged with the mental health support available from Harrow Council.
While staff feel supported by colleagues and managers, few were aware of or engaged with the mental health support available from Harrow Council.
Key Recommendations
•Strengthen communications about service changes and transitions.
•Increase public awareness of Careline and its benefits.
•Improve staff wellbeing support and awareness of available mental health services.
•Continue Careline’s good practice in proactive engagement (e.g., birthday calls, follow-ups, remote battery checks).
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