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Giving you a voice on health and social care

Access Point for Social Care

Between November and December 2014, Healthwatch Bradford and District carried out a short piece of work to look into what happens when people contact the Access Point.

We wanted to hear from service users, carers, and support workers, to find out what was working well and identify areas for improvement.

Key findings

  • There is a low level of awareness about what Access Point does and how people can contact this service.
  • People report difficulty getting through on the phone and long waiting times for calls to be answered.
  • Not all members of staff at the Access Point know enough about the services that are available for some groups of people.
  • Signposting to other organisations isn't always offered or isn't always effective.
  • Callers who already understand how the system works are more likely to get the information and the services they need.
  • Some vulnerable people are experiencing delays and barriers in getting support if they do not have a formal diagnosis of a learning disability or a medical diagnosis of a mental health condition.
  • People have realistic expectations and understand that the council might not always be able to provide (or pay for) the service they need. However they expect the Access Point to help them work out what they need and what might help, and to facilitate access to other services.

We've shared our full report with the council and asked for their response to our questions and recommendations. Healthwatch will continue to work with the council around improvements to the service.


Healthwatch Report - People's experiences of contacting Access Point

Bradford Council's response to our report

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