Results of the client survey on informal care support

• 55.7% of the respondents had taken informal carer’s leave. They were mainly satisfied with the service provided to the care recipient during the leave: on a scale where 1 = agree and 5 = disagree, 64.8% chose option 1 or 2.
• 44.3% of the respondents had not taken informal carer’s leaves. The most common reasons for not taking leave were: I do not feel the need for leave (31.6%), The care recipient refuses to accept the service (27%), There is no suitable service available during my leave (19.4%). Client fees (9.4%) and distances (2.5%) were considered an obstacle only in a small share of the responses.

• 58% of the respondents felt that they needed more information on the different options for taking informal carer’s leave.
• 42.8% of the respondents needed more information on informal care instructions. 71% of them would like more information on the accumulation and use of leaves, 31.8% on the grounds for granting informal carer’s allowance, 10.2% on the interruption of informal care and 11.3% on the end of informal care.
• 37.8% of the respondents needed more information on digital services. These needs concerned both the Oima service (68%) and Lunna (70%).
• 54.6% felt that they needed more information about services provided by the wellbeing services county. They needed information concerning transport services (45.2%) home care (44.9%), safety assistance services (33.5%) and housing services (29.9%).
• 50% needed more information on third-sector services. They requested more information on recreational opportunities (61%), social holidays (57%), peer groups (30%) and training and coaching (25%).
• 26.6% of the respondents needed more information on services provided by private service providers.
• 15.1% of the respondents provided open responses about their information needs. The greatest needs were related to 24-hour care and access to it (28 mentions), measures supporting the coping of the informal carer (22 mentions) and the use of leaves (21 mentions). Improving access to information, especially with regard to digital services, and practical everyday assistance were also important themes. Around one fifth of the respondents reported that they do not need any additional information at the moment. Many respondents felt that the accessibility of information and services was insufficient and requested clearer instructions and support to cope.
• 78.6% of the respondents answered to whether they have found information on the health and wellbeing functions intended for informal carers. The responses were fairly evenly distributed on a scale from 1 (agree) to 5 (disagree). 31.8% selected option 1 or 2. 37.5% selected option 4 or 5.

• 89.7% of the respondents answered the question about their preferred method of obtaining information. 51.8% of them preferred to seek information from the informal care client manager, 29.7% on the website, 14.3% from Senior Info and 4.2% elsewhere.
• 96.3% answered the question about their preferred service channel. 64.8% of them preferred to use services by telephone, 28.3% by email and 6.9% via the digital service channel.

• 91.8% of the respondents answered whether they had been able to contact the informal care client manager when they had needed it. The responses were distributed on a scale from 1 (agree) to 5 (disagree) as follows: 31.8% selected option 1 or 2 and 37.5% selected option 4 or 5.
• 89.8% answered whether using services had been smooth. The responses were distributed on a scale from 1 (agree) to 5 (disagree) as follows: 56.1% selected option 1 or 2 and 26.4% selected option 4 or 5.
• 96.4% had received services in their preferred language.
• 95.1% answered to which is more important: to handle the matter with their client manager or that the matter is handled by any employee. 66% felt it was more important to handle the matter with the informal care client manager, and 34% felt that it was more important that the matter was resolved by any employee.

70.6% of the respondents provided an open response to the question: What helps you cope with being an informal carer? The themes that emerged, from the most frequent to the least frequent: love and closeness with the care recipient; support from loved ones, friends and peers; leaves and services; hobbies and time for themselves; internal resources and their own attitude; experience of meaningfulness and responsibility; the care recipient’s attitude and wellbeing; and faith and spirituality. Challenges related to coping, such as criticism of services, fatigue and other challenges, also emerged in the responses.

36.4% of the respondents gave feedback or development ideas or expressed their wishes in an open response field. The wishes and development ideas, from the most frequent to the least frequent: functions that support the coping of informal carers; services for care recipients; allowances and leaves; contact and communication between the informal carer and professionals; and easier and smoother use of services. The criticism focussed on shortcomings in communicating and informing informal carers, insufficient informal carer’s allowance and difficulties in taking leaves. The respondents wanted more appreciation and psychological support. Especially personal meetings with and support provided by client managers were praised.