3.7 Identify signs which indicate issues with service delivery

This guide will help you answer 3.7 Identify signs which indicate issues with service delivery.

High-quality service delivery is fundamental in health and social care. If services do not meet expectations or needs, this puts both carers and individuals at risk. Recognising early warning signs helps you take action quickly, protect everyone involved, and improve outcomes.

In this guide, we will look at some of the signs that may point to problems in service delivery. These signs can be noticed by carers, individuals, or professionals and are essential to spot during everyday work.

Unmet Needs of the Individual or Carer

When service delivery is poor, you may see:

• Basic needs—such as hygiene, food, medicines—are not being met
• The individual appears neglected, dirty, or undernourished
• Carers report exhaustion or ask for support that is not provided
• Agreed services, like home visits or equipment, do not happen
• Necessary support is missing or delayed

Unmet needs can quickly lead to a decline in health and overall well-being.

Lack of Communication

Good service delivery relies on clear, honest communication. Warning signs include:

• Carers or individuals do not know the current care plan
• Information is not shared promptly or accurately
• Professionals give conflicting advice
• Messages and calls are not returned
• Important updates—such as medication changes—are missed

Lack of communication leaves people anxious, confused, and feeling unsupported.

Missed or Late Visits

When staff or services are unreliable, you may notice:

• Frequent missed appointments, home care calls, or support worker shifts
• Support arrives late with no explanation
• Significant time gaps between visits
• Emergency help is delayed when needed

Unreliable services put the safety and comfort of both carer and individual at risk.

Poor Quality or Rushed Care

Signs point to issues when care is consistently rushed or below standard:

• Support workers do not spend enough time to complete tasks
• Personal care is incomplete or done carelessly
• Meals are skipped, unfinished, or cold
• Reports or records are missing details
• Workers seem impatient, distracted, or uninvolved

Individuals may appear anxious, withdrawn, or dissatisfied after visits.

Repeated Complaints or Dissatisfaction

Frequent complaints suggest ongoing problems. Look for:

• Carers or individuals repeatedly report similar issues
• Concerns are ignored or not acted on
• No improvement after complaint has been made
• People avoid using services, saying “it’s not worth it”
• Low satisfaction scores in surveys or reviews

Feeling ignored or disrespected leads to frustration and a loss of trust.

Poor Record Keeping or Documentation

Safe care needs accurate, up-to-date records. Signs of issues include:

• Records are missing, incomplete, or inaccurate
• Important details—such as medication times—are not noted
• Documents are hard to find or stored unsafely
• Errors are not corrected

This can cause confusion, mistakes, or risks to health and wellbeing.

Lack of Trained or Suitable Staff

Problems often relate to staff skills or numbers. You may notice:

• Support staff seem unsure or unable to carry out tasks
• New or agency staff are unfamiliar with the person’s needs
• Carers or individuals have to “show” staff what to do
• High staff turnover and frequent changes in personnel
• Staff lack proper training or understanding of conditions

This leads to poor continuity and increased stress.

Failing to Meet Agreed Goals or Outcomes

Care plans should include measurable goals. If these are not met:

• Progress toward independence or rehabilitation slows or stops
• The individual or carer loses confidence in the service
• Important milestones, appointments, or targets are missed
• Review meetings do not happen as planned

Unmet goals suggest the service is not functioning as planned.

Unsafe Practices or Environmental Risks

Safety must be a priority. Signs of unsafe service delivery include:

• Unsafe moving and handling while supporting the individual
• Medicines left unsecured or administered incorrectly
• Broken equipment left unrepaired
• Clutter, hazards, or unsafe access in the home
• Ignoring infection control measures

Accidents or “near misses” become more common.

Lack of Respect or Person-Centred Approach

Quality care respects dignity, preferences, and rights. Warning signs include:

• The individual is not involved in decisions about their care
• Cultural, religious, or personal preferences are ignored
• Staff use disrespectful language or tone
• Choice and independence are limited or dismissed
• Complaints about privacy and lack of sensitivity

Such problems can leave the individual feeling powerless or unhappy.

Breakdown in Multi-Disciplinary Working

Effective care needs teamwork and coordination. Signs of breakdown include:

• Different professionals are unaware of each other’s roles
• Information is not shared between health and social care teams
• Assessments are repeated unnecessarily
• Gaps or overlaps in support occur

This causes confusion, wasted resources, and risks for the individual.

Delays in Accessing Services or Equipment

Waiting too long for support is a common issue. You may see:

• Long delays before assessments or service starts
• Equipment (like mobility aids or hoists) is slow to arrive
• Urgent needs are not prioritised
• Promised adaptations are not made

Delay can worsen health and increase caregiver burden.

Signs the Carer or Individual is Struggling

Sometimes issues in service delivery show in how people cope:

• The carer appears more stressed, tired, or unwell
• The individual’s condition declines quickly or unexpectedly
• Both report struggling to manage daily life
• Increased use of emergency services

Often carers and individuals try to manage for a long time before the problem is recognised.

Final Thoughts

Spotting signs of issues with service delivery protects safety, dignity, and well-being. Problems can be seen in communication, quality, reliability, staff, and how people feel about their care. Recognising these signs helps you respond early, raise concerns, and drive improvements in health and social care services.