Many of us in the borough of Richmond depend on community services for our care and wellbeing. We want to improve the quality of these services for people in the borough. That is why we are working with Richmond Council to explore better ways of buying (commissioning) community services on behalf of local people across health and social care.

Between July and September 2014 we undertook some research and engagement with local people to understand what good care means to you. This included a literature review, in-depth interviews with a targeted sample of participants, drop-in sessions and co-design workshops.

Who did we speak to?

We wanted to speak to people who are regular users of community services including:

  • people who are over 65 and have many health and care needs.
  • people preparing for or recovering from a stay in hospital.
  • families of and children and young people with care needs
  • people who care for a person in one of the above groups.

We took care to engage local people in ways that allowed deep and meaningful conversations as well as involvement across different groups and locations in the borough. All of this rich and diverse information was presented at two co-design workshops held in September.

The workshops had a mix of health and care professionals and local people. Healthwatch Richmond, Ethnic Minorities Advocacy Group, Richmond Mind and Richmond Carers Centre were amongst some of the organisations that attended.

What did we find out?

From the in-depth interviews and drop-in sessions we found common themes between the participants as well as things that were more relevant to particular groups. We asked participants at the workshops to make suggestions and amendments to an initial set of patient outcomes and share their experiences of using and delivering the services with us.

Some of the key insights that emerged from the research and engagement were:

  • People value flexibility with where and when services are available
  • People want time dedicated to being listened to and getting to know them as a person
  • Carers want their broad range of competencies and responsibilities to be respected and valued
  • People want their care package to be designed around their individual needs and what they and their families strengths, assets and challenges are
  • The challenges of loneliness and isolation, particularly among older people should be addressed by the new outcomes framework

The findings from this research and engagement have helped us to develop a set of patient and carer outcomes that we can use as part of a new contract for community services.

View the report on the research and engagement activities.​​