Through the eyes of the service user: Improving Adult Social Care in Wolverhampton
Our report evaluates adult social care in Wolverhampton by gathering feedback from service users to identify gaps in provision and how support could be enhanced and improved for all residents.
The report, based on a community-based approach to gather people's views, gathered feedback between September 2025 and February 2026, outlines key themes around the need for better access to information, more support for service users and improved communication. It also includes testimonies based on one-to-one conversations with three individuals.
Key findings
- Improved communication: Some people have reported experiencing difficulties with communication when trying to navigate Adult Social Care services. Some feel that they must ‘chase’ for updates. Additionally, there are concerns about the communication between different services, with people often unsure about which service is responsible for their care.
- Access to information: There is a lot of information available, but people find it difficult to access. Some individuals have reported that navigating the Council website is challenging. Additionally, some people we have spoken to struggle with technology and others have limited mobility, which makes it hard for them to seek help in person.
- Further support: Many people we have spoken to either live alone, rely on another person or have limited contact with others. This can sometimes lead to feelings of isolation, which can negatively affect their mental health.
Recommendations
Communications
- Provide more on-call care navigators who can communicate on behalf of the council and other services to keep service users informed.
- Train staff to clearly identify themselves and their service in every communication with service users and carers.
Accessible information
- Simplify or redesign the City of Wolverhampton Council website adult social care page so that it is easier for service users to navigate.
- Clearly highlight any grants and other financial support for residents on the Adult Social Care page on the Council website.
- Leaflet areas where those using Adult Social Care services live, with useful information and contact details.
More support
- Employ more social workers to provide users more time with their assigned social worker. This can additionally give carers more free time for themselves.
- More investment in local communities to reduce the time spent in hospitals and care homes for service users.
Read our report
If you would like this report in a different format, email info@healthwatchwolverhampton.co.uk or call 0800 246 5018.
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Through the eyes of the service user: Improving Adult Social Care in Wolverhampton
