Satisfaction among York's Home Care customers is increasing following the service restructure last December.

The council has carried out a survey of a sample of its customers to try to find out how they feel about the changes and what could be done to further improve the service, as well as consulting with staff.

The restructure was proposed in response to:
- a projected increase in the numbers of older people and an increasing demand for services
- an increasing desire for customers to remain in their own home for longer
- a need to develop services to help people regain their independence
- a need to increase efficiency and provide workforce stability
- a requirement to address projected overspends
- a need to ensure care to individuals came from just one agency.

The restructure review highlights the reorganisation in the South East and North areas as working particularly well, with customers being well supported by the two new Independent Sector Locality Teams.

However, the review recognises that there were capacity problems in the west of the city, because the provider awarded the contract could not recruit sufficient staff to cover all of the work. This meant that the full implementation of the new system had to be delayed in the west area.

Part of the home care contract in the West area was re-tendered last month and an additional provider has been appointed who has been able to recruit additional staff. They have now started to offer services in the area.

The review shows that the restructure has brought  some significant benefits, some of which have yet to be fully realised.

The benefits to date have included:
-improvements in independent sector recruitment through providing guaranteed hours for staff..
-reduction in waiting lists for home care apart from some people with dementia
-reduction in the level of overspend  on home care services, helping to eliminate the projected £1.6m overspend in the Adult Social Service budget.
- the vast majority of customers now receive a service from just one agency

Keith Martin, head of Adult Social Services at the council, said: "The restructure has been a major change, but was necessary so that we can be confident about being able to meet customers' needs in the future.

"Generally speaking, the changes have achieved what we set out to do, but we recognise that there was some initial disruption to services in the west side of the city, and we would like to apologise to customers for any inconvenience they may have suffered as a result. We are confident that the appointment of an additional care provider in this area of the city will help provide the level of care and support that we strive to achieve.

"By reviewing the restructure and its impact, I am confident we have learnt some important lessons, not only about the need for better communication with customers and staff, but also about what went well. This has already affected how the new locality provider has been introduced to their customers.

"I'm delighted that customer satisfaction with our services is increasing once again and I hope that the restructure will help us develop care services for the next generation of York residents."

Members of the council's Housing and Adult Services Executive Member and Advisorty Panel will receive a copy of the review report at their meeinting on Monday 16 July.