CareLineLive’s new survey of the UK’s home care sector, which cares for many of society’s most vulnerable people, has revealed major information gaps that leave carers working with dangerously incomplete NHS data.
The latest State of Home Care Report, commissioned by CareLineLive in conjunction with the Care Workers’ Charity, found that 67 percent of providers “rarely or only sometimes” receive complete patient information from NHS services.
One provider warned researchers: “We’re saving lives with only half the information we need.”
Another said: “Being unable to access NHS systems leaves us caring for people with incomplete information.”
Others described wider system failures that force home care teams to operate without the medical details needed to keep people safe.
One respondent said: “We often have to care for people without essential medical details – it feels unsafe.” Another added: “The whole system relies on us, but we’re still working with outdated, incomplete information.”
The report also found rising concern that home care staff are being pushed to manage increasingly complex needs.
One provider noted: “Client needs are getting more complex but the training and guidance hasn’t kept pace.” Another added: “Clients’ needs are getting more complex every year and we need more support to keep up.”
Delays in NHS communication were also highlighted, with one respondent stating: “We often receive NHS information too late to plan care safely.” Another said: “It’s hard to deliver complex care when we’re missing key medical details.” A further provider added: “We spend too much time chasing information that should come automatically from the NHS.”
CareLineLive CEO Josh Hough said the relationship between health services and home care agencies was vital, but that delays and gaps in NHS data were costing both lives and money.
“Home care teams are doing heroic work but they cannot do it blindfolded. They need complete information to keep people safe. Digital tools are helping providers work smarter and many agency staff now attend appointments with smart devices, but they require full patient information to flow into them if you want to unlock the full benefits. As one survey respondent explained providers have invested in digital tools themselves but NHS data gaps mean that frontline care providers struggle to unlock their full value.”
The report, which surveyed more than 100 providers across the UK, also highlights severe recruitment pressures, increasing burnout and worsening workforce strain.
Providers pointed to transport barriers as a key reason for staffing challenges. One explained: “The biggest barrier to recruitment isn’t pay – it’s finding people who can drive.” Another said: “Transport is a deal-breaker — without a car, carers simply can’t reach people.”
Burnout was described as a rising issue across the country. As one respondent put it: “Staff burnout is real. We’re constantly plugging gaps just to keep people safe.”
Josh Hough added that the sector cannot survive on goodwill alone. “This report shows the system needs more than minor adjustments. Home care must be recognised as a core part of healthcare, not an afterthought.”
At CareLineLive we are doing our best to mitigate NHS information sharing delays through our GP Connect integration. Providers signing up to this (free) feature benefit from instant access to GP records for their service users.
