To gain a better insight into the perspective of care receivers, a further interview was conducted. We interviewed a 72-year-old person who was recently professionally cared for at home by Spitex, a Swiss home care service .
What are your expectations of a carer?
Based on my experience as someone who was in the care of Spitex for a not so easy to care for wound following hospitalisation, professional qualifications are the most important requirements for a caregiver. Everything else, for example interests (if you want to talk), are extras that you can influence yourself.
When looking for a carer, what is important to you?The wound care in hospitals serves as a kind of professional benchmark. Ideally, the hospital or family doctor ensures a smooth transition, which means that a suitable specialist is ready at the right time. The right time results from the instructions of the hospital or the family doctor. I don’t want to have to look for a caregiver, especially at the beginning (the transfer from the hospital), but simply be “served”.
How do you usually look for a suitable carer?
In the second phase of care, which is no longer acute but rather long-term, the professional aspect is less important, and the above-mentioned entertainment aspect becomes more important; this is because wound care requires longer “waiting times”, which should be bridged as meaningfully as possible.
Which people are involved in the process of selecting your carers and what is their specific role for each of them?
Since I cannot accurately judge the professional qualification of my caregivers, I depend on consulting experts in this regard.
How do you know what qualifications and skills a caretaker needs for the job you are offering?That’s exactly the crux of the matter: I can’t know (in my case). I also do not know the names of the professional qualifications, nor exactly what they mean. Specifically: I needed someone who could apply and change vacuum bandages. This aspect would therefore have to be specified in an “offer” – although education alone is not enough: practical experience is indispensable here.
How satisfied are you with the ambulatory care services in your area?
I am extremely satisfied. Everything I mentioned above has been fulfilled. The connection to the hospital (wound clinic) was also present if a second opinion or advice was needed.
What do you think is missing from the current care system ?
Based on my personal experience, as described above: nothing is missing. Based on the experiences with my in-laws, who primarily needed support in the household, the “recruitment process” was a disaster.
What channels do you use for recruitment?
In the case of my parents-in-law I primarily was guided by recommendations from acquaintances. However, these were so unspecific (what kind of work, when, how often, costs, …) that “trial and error” was called for. Not to mention the human component: the “chemistry” was never right, so all attempts were stopped without result.
What must be fulfilled so that a relationship with a caregiver can be regarded as trustworthy?
For me, trust means “no disappointed expectations.” The expectations of professional qualifications could be measured by the care in the hospital, and that means not “perfect”, but hands-on, but also seeking for advice, if necessary. Open and transparent information also plays a major role, even regarding “small things”, such as a delay.
Have you ever had an unpleasant/offensive incident with a nurse/carer? What made you feel uncomfortable? How did you deal with this situation? No.
How do you make sure there is no bullying/abuse? What do you think is important to prevent bullying/abuse?
Respectful interaction on both sides – including from the beneficiary – is a good basis for preventing negative events. A certain understanding of the overload in the hospital and the Spitex is certainly also good, although, of course, this should not affect the quality. If a caregiver does not have time for small talk, you should not be offended.
Would you use an app (either on your phone computer) to recruit a carer?
Yes, I would, but rather for the type “care of parents-in-law” and not for an acute situation as in my case.
How much personal support is needed to make you feel comfortable with an app?
An introduction, and then you should be able to try it out yourself. Depending on the complexity, a hotline or, even better, a contact person.
What information would you like to see from an online tool?
As described above, the qualification would have to be very detailed (for example vacuum bandage) and practical experience would have to be included. Previous activities are also important, if someone has worked in acute care, that would be a positive thing in my case.
What would be important for the online recruiting tool to make it reliable for you?
Contact persons (who is behind the App)? The closer these individuals are to nursing/medicine, the more trustworthy; if an investment company or an IT-company were behind it without reference to maintenance, I would have great concerns. Also: Exchange with other users (for example chat), and experience reports. I am unsure about ratings. I rather prefer experience reports.
What security mechanisms should an online tool have to prevent bullying/abuse?
I don’t see anything in the tool itself, except again a contact person who can be asked for advice or an assessment of the situation at an early stage (for example if signs of abuse are faintly visible = warning signal). So preventive if possible. This could be pointed out in the App, but nothing more: I would not describe situations of abuse; at most, warning signals could be included, but even about that I’m not sure.
