Visiting council websites for social care is only in the middle tier of reasons for visits (between 2% and 2.5%). However, because of budgets cuts, the growth in the ageing population, and the far-reaching changes in social care arrangements set out in the Care Act (in England), how social care information is delivered online is moving to centre stage. Looking for information about breaks for carers of adults is likely to become more common in the next few years.
All councils, except shire districts and districts in Northern Ireland (206 councils in all).
Most councils do not handle this task well, with only 35% achieving our standard. Performance is quite variable, with a tendency to overcomplicate information, to use too much jargon and to provide too many links to external sites. This should be a relatively straightforward task.
Check ‘coverage’ to see if your council has been surveyed. Go to councils page and select your council. Look for link to task report under 2016-17 results
NB Question highlighted in red is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task. Questions highlighted in blue affect star ranking
|Questions to be answered "Yes"|
|• Does the home page lead me directly to the task?||83%|
|• Does the site have a page or section specifically about help for carers?||78%|
|• Is there a clear description or list of the range of help available for carers that includes breaks or 'respite'?||56%|
|• Is there a clear explanation of what 'respite' or time off carers may be able to get?||47%|
|• Is there a clear explanation of what a carer's assessment is?||61%|
|• Am I invited to make contact online to request an assessment or get help from social services regarding my new situation as a carer?||50%|
|• Am I signposted from the carers page(s) to a list of welfare benefits I might be entitled to as a carer?||30%|
|• Is there any information on this journey about 'Carer Grants' (aka 'carer personal budget')?||19%|
|• Is there clear advice about emergency care schemes that would care for my relative if I have an emergency to deal with?||37%|
|• Does a Google search lead me to the task?||90%|
|• Does the service landing page provide a prominent link that goes directly to this task?||79%|
|• Does a site search for the task return the correct result listed in the first five results?||73%|
|• Is there an entry in the A to Z index?||69%|
|• Was the content free of jargon and confusing language?||68%|
|• Would you recommend that other councils look at this implementation as an example of good practice?||12%|
|• If your journey included a visit to an online 'marketplace' enter the URL for the page here:||0|
|• If an external website was used to provide the council's social care content enter the URL here:||0|
|Out of date information, answered 'No'|
|• Did you come across any out-of-date information about this task?||9%|
|How effectively is this council promoting this as a task?|
|• How effectively is this council promoting this as a task?||2.0|
|Overall, how do you rate the journey plus task completion?|
|• Overall, how do you rate the journey plus task completion?||1.6|
Finding the task
Completing the task
Really good and clear breakdown of information. It provides a clear menu of what’s on offer for carers. This makes it much easier for carers to get the full picture of services available, rather than looking for pages scattered across different parts of the website.
Very strong. The pages are written in a good, plain, direct style and feel supportive, which is exactly what you would want. There are minor improvements that could be made with structure or wording, but this is definitely the right approach, well executed.
There’s a good range of information here for carers. It’s clearly written and easy to understand. The page about carers’ assessments provided a useful list of the kinds of things carers should think about when assessing their own needs, such as whether they get any time to themselves, get enough sleep, can go back to employment, etc. The respite page also differentiated the different levels of respite available. The ‘Carers’ advocacy and advice’ web page signposted me to the list of benefits for carers and disabled people on the GOV.UK website to find out what benefits I might be entitled to.
Provides good links to relevant local or national services as well as useful steps on how to assess what you might need as a carer. The tone of the copy throughout this section also conveys careful copywriting. Good example of proper use of descriptive, in context linking which some other councils would benefit from implementing.
Found very good information about applying for flexible working, with a link to the GOV.UK site at the appropriate page. Some excellent supporting information in well-written and accessible downloadable handbooks and directories, giving more information about benefits for carers, services available locally and support groups. Also provides a ‘jargon-buster’ for social care.
Good comprehensive information, presented in a clear and friendly way, which is extremely important in this service area. You can also undertake a full carer’s assessment online, which is superb.
Really nicely presented landing page section about carers with lots of good quality deep-linking to a newly launched, dedicated website for carers. Full of some really good information.
We assessed this task primarily using the home page.