POOR communication and a lack of co-ordination within Wales’s “fragmented” social care system is putting significant pressure on families, the Older People’s Commissioner for Wales has said.

Rhian Bowen-Davies said that research findings published last week based on the experiences shared by 268 individuals revealed information and communication gaps often result in delays and duplication.

The failings also lead to significant demands and financial pressures placed on unpaid carers and family, some of whom described supporting their loved ones as a “continual battle,” she said.

“The research also indicates that older people’s voices are often not reflected in assessments or reporting on the quality of social care services by local authorities, with only a handful of annual reports including feedback from older people about their direct experiences.”

Participants were asked a series of questions on key care standards, setting out clear expectations about the quality of support provided by local authorities. 

Some also took part in more detailed interviews, giving the chance to explore their responses and experiences further.

The commissioner has shared her findings with key organisations with responsibilities for social care including the Welsh government, local authorities, health boards and regional partnership boards. 

She said she wants to see decisive action in a number of key areas that would improve people’s experiences and the quality of care and support provided without the need for significant reform of social care, something that, while important in the long term, will take a considerable amount of time.