CareLineLive Survey Reveals NHS Data Gaps Impacting UK Home Care Providers

In partnership with our Sponsor CareLineLive

New research from CareLineLive has highlighted significant information gaps between NHS services and home care providers, raising concerns about patient safety and operational strain across the sector.

CareLineLive’s latest State of Home Care Report, commissioned in partnership with The Care Workers’ Charity, surveyed more than 100 providers across the UK. The findings suggest that many domiciliary care teams are routinely working without full access to essential NHS patient information.

According to the report, 67% of providers said they “rarely” or “only sometimes” receive complete patient information from NHS services.

One provider told researchers:

“We’re saving lives with only half the information we need.”

Another added:

“Being unable to access NHS systems leaves us caring for people with incomplete information.”

Incomplete NHS Data and Care Delivery Risks

The report outlines wider system challenges affecting home care agencies. Several respondents described receiving discharge information too late to plan care safely, while others reported spending significant time chasing essential medical details.

One provider commented:

“We often receive NHS information too late to plan care safely.”

Another explained:

“We spend too much time chasing information that should come automatically from the NHS.”

These delays can have direct implications for medication management, safeguarding oversight and effective care planning — particularly as client needs grow more complex.

Increasing Complexity and Workforce Strain

Beyond data delays, the survey also found rising concern around the increasing complexity of care packages.

Providers reported that client needs are becoming more advanced, while workforce training, support and system coordination have not kept pace.

One respondent noted:

“Client needs are getting more complex but the training and guidance hasn’t kept up.”

At the same time, recruitment and retention pressures remain significant. Transport barriers, burnout and ongoing workforce strain were highlighted throughout the research.

As one provider put it:

“Staff burnout is real. We’re constantly plugging gaps just to keep people safe.”

Strengthening Integration Between Health and Social Care

CareLineLive CEO Josh Hough emphasised that stronger collaboration between health services and home care agencies is essential.

He noted that while many providers have invested in digital tools and mobile technology, the benefits are limited if NHS data does not flow into those systems in a timely and structured way.

The report argues that improving digital integration between the NHS and home care providers is critical to unlocking safer, more efficient care delivery.

Supporting Safer Information Sharing

CareLineLive has sought to address some of these challenges through digital integration, including GP Connect functionality that allows participating providers to access relevant GP records for service users.

However, the broader findings point to a system-level issue requiring coordinated action across health and social care.

For Norfolk providers, the themes raised in this research may resonate — particularly as hospital discharge pathways, increasing complexity and workforce pressures continue to shape day-to-day operations.

Norfolk Care Association members who would like to explore the full findings of the State of Home Care Report or learn more about digital integration options can connect directly with CareLineLive for further information here.