Exploring the difference made by Support at home 31 1. improved wellbeing > Clearly, an improvement in service users’ overall quality of life, especially through the “I’m old, I’m not in good health and I live on provision of a listening ear, and a sensitive my own, so for them to take an interest that’s and encouraging voice is a significantly an awful lot and I’m very grateful.” (Red valued aspect of Support at home from all Cross service user) perspectives. In addition, the practical support and advice provided make a real difference > Data from this study shows wellbeing as a to the lives of those most in need. The impact significant area of impact of the service. Service may not necessarily occur for a prolonged users’ narratives confirm this. Repeatedly period, but for the period in which the service across the five sites, when asked for their is provided to service users, at a low point in thoughts on the “best aspects of Support at their lives, the service appears to make a real home” service users spoke about the company difference to how people experience the quality – having someone to talk to and seeing of their lives. a friendly face to have a chat with; and reassurance – knowing someone is thinking 2. increased ability to manage their daily about them, helping to alleviate their worries, activities their sense of isolation and knowing there is someone to turn to when needed. “The aftercare coming out of hospital, it’s been a God send because I wouldn’t have improved > We asked respondents in this study to reflect really.... I was down, I couldn’t; I didn’t have on what helped them to feel good about the confidence at all to go out, no.” (Red Cross themselves and their lives. Four factors were service user) most prominent: > Having people around and support (feeling > Another key area of impact supported by well looked after) the data is service users’ “ability to carry out daily activities”. Specifically, this relates > Looking forward to getting better/being to supporting people to regain/rebuild their mobile again confidence in their own abilities to manage their lives, by helping them do much-needed > Having a positive outlook and feeling able practical tasks. For example, enabling them to to take an interest in things get out and about to shop, or to shop on their behalf, or generally to get back on their feet > Taking care of their appearance following a hospital discharge. Of of the three components measured (whether people felt > These factors capture the greatest strengths of able to look after themselves, to do daily tasks the service. Support at home is grounded in around the home, and to get out and about), a philosophy and practice that supports the people experienced the biggest increase in their wellbeing of people made vulnerable by ill- ability to get out and about. health, age and poverty. The service works by helping to make their lives easier to manage. > Staff perspectives on this key area of Support It supports people to rebuild their levels of at home’s impact were similar to service self-worth and confidence in themselves, by users’. Amongst the main areas mentioned appreciating and being there for them. This by staff were building confidence to support ultimately enables people to rediscover some people “to get back on their feet again”, enjoyment in their lives once again. helping them to regain their independence and, consequently, increased health and wellbeing > Many of the strengths of the service are noted because of being at home instead of in the in the way service users describe how staff/ hospital environment. volunteers do things. Some of the words capturing the Red Cross’s approach include: > In all sites, people’s capacity to manage Responsive (to individual’s needs); Committed; their daily activities increased following the Trustworthy (linked to people’s trust in the intervention, although the change was highly Red Cross generally); Non-judgemental; Time- significant in all but Wales. flexible (due to it being volunteer delivered); Supportive; Understanding and Interested; and Kind and Caring.