At a Glance
- Feedback is gathered through Torbay Voices, surveys and partnership boards.
- People with lived experience help shape services and priorities.
- Carers highlighted the importance of communication and involvement in decision-making.
Everything starts with listening to people and acting on what they tell us.
Throughout the year, unpaid carers, people with learning disabilities and autism, care home residents, families and people who draw on care and support helped shape services and priorities. Through Torbay Voices, the Amplifying People's Voices project, partnership boards, surveys and co-production activities, people shared their experiences and influenced how services are designed and improved.
Feedback from carers highlighted the importance of clear communication, being involved in decisions and understanding how services work together. Listening to this feedback has contributed to improved outcomes for carers, including increased satisfaction with Adult Social Care services and improvements in quality of life.
Performance Measures Adult Social Care Outcomes Framework (ASCOF) Carers Survey 2024/25
Version 5.5b Outturns 2016/17 to 2024/5 with National Quartile
| Measure | 2016/17 | 2018/19 | 2021/22 | 2023/24 | 2025/26 |
|---|---|---|---|---|---|
| Carer-reported quality of life | 7.8 | 7.5 | 7.4 | 7.2 | 7.8 |
| Carers who reported having as much social contact as they would like | 34.4% | 32.4% | 34.4% | 39.6% | 36.8% |
| Overall satisfaction of carers with social services | 37.9% | 41.2% | 45.9% | 35.9% | 43.2% |
| People who use services who reported having control over their daily lives | 71.7% | 70.4% | 71.7% | 65.5% | 70.0% |
| People who use services who found it easy to find information about services | 73.8% | 72.2% | 61.4% | 64.7% | 72.1% |
We also strengthened the voice of people with lived experience through our Learning Disability and Autism Partnership Boards, helping ensure services promote independence, choice, control and access to information in ways that meet people's needs.
| Type | Percentage |
|---|---|
| Complaints | 39% |
| Concerns | 30% |
| MP enquiries | 18% |
| Redirected | 9% |
| Withdrawn | 3% |
| Coroner | 1% |
Listening also means learning when things do not go as expected. During 2025/26, Adult Social Care received 67 complaints, concerns and enquiries. We use this feedback to improve services, support staff development and strengthen the quality of care and support we provide.
By listening, learning and working alongside people, we continue to ensure services reflect what matters most to the communities we serve.
What does this mean for you?
Your voice matters. Feedback from people who use services, carers and families helps shape services, influence future priorities and improve the support available across Torbay.
Working with people: supporting independence
People tell us that they want to remain connected to their families, communities and interests while accessing the support they need. We promote community resources, technology, reablement and preventative support before long-term services are considered. Our approach is based on strengths, independence and choice.
Supporting independence remains at the heart of Adult Social Care. During the year, we have continued to strengthen prevention, improve access to information, advice and guidance, and develop services to ensure people receive the right support at the right time. Through our continued focus on improvement, we are strengthening quality, consistency and outcomes across our services.
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