Research identifies gap between people’s expectations and their experiences of social services in Wales

Those people in Wales who depend on social services should be able to expect support when and where it is needed, and not have to fight to be heard.

That’s one of the key findings of the national evaluation of the Social Services and Well-being (Wales) Act 2014 led by researchers at the Welsh Institute for Health and Social Care (WIHSC), which is based at the University of South Wales (USW), working in partnership with Professor Fiona Verity of Swansea University and colleagues, and others from Cardiff Metropolitan and Bangor Universities.

Carried out during the COVID-19 pandemic, between May and September 2021, and using face-to-face interviews, a Facebook Group, and surveys sent to organisations and networks across Wales which were asked to share them with service users and carers, the evaluation engaged with nearly 200 people.

The report provides findings from questions asked of people living in Wales who receive care and support and is part of a wider evaluation of the Act, known as the IMPACT study.

Although some of the survey findings are positive – a number of respondents said they felt more noticed by professionals since the Act, and had a better relationship with their social worker – the survey did find a number of issues that need addressing.

Some responses highlighted individuals’ feelings of not being listened to, with them reporting they had to chase and fight for support, and often felt they were ignored unless they were facing a crisis.

The survey also highlighted individuals’ concerns about not being included in discussions and decisions about their support, being unsure about their rights under the Act, and difficulties receiving support in the Welsh language.

Overall, people felt that their experiences under the Act had not met their expectations of what they hoped it would do.

Professor Mark Llewellyn, Director of WIHSC and study lead, said the evaluation had raised important issues around the Act and would give the Welsh Government and social services professionals a yardstick against which improvements can be measured.

“The study has highlighted a gap that exists between people’s expectations of social services and well-being support, and how their experiences fall short of those expectations,” Professor Llewellyn said.

“That being said, the fact there are challenges surrounding the delivery of Act’s requirements offers a huge opportunity to make improvements to provision.

“The IMPACT study is now close to its conclusion, with around six months left of analysis before the project comes to an end. During that time, we are going to work to highlight how these findings can be used to ensure all the key stakeholders, including the Welsh Government, to focus on improving social services provision for people, to ensure that any further issues are minimised in the future.

“We hope that we can work together to find proactive ways bridge the gap between the expectations the Act offered and the lived experience of those who feel those expectations have not been met.”

To read the full report go to: https://gov.wales/evaluation-social-services-and-well-being-wales-act-2014-expectations-and-experiences