Presenting the results of a satisfaction survey of long-term care insurance beneficiaries who live at home and their caregivers

Presenting the results of a satisfaction survey of long-term care insurance beneficiaries who live at home and their caregivers


(from left to right) Tommy Klein, TNS ILRES, Claude Hagen, Minister of Social Security, Dr. Jacques Locke, Deputy Director of the AEC, Pascal Kolb, Director of Partnership and Information at AEC

(from left to right) Tommy Klein, TNS ILRES, Claude Hagen, Minister of Social Security, Dr. Jacques Locke, Deputy Director of the AEC, Pascal Kolb, Director of Partnership and Information at AEC

Following the reform of the long-term care insurance system that took effect on January 1, 2018, in addition to demographic, technological and societal changes, the AEC and the Ministry of Social Security wanted new satisfaction surveys among long-term care recipients. Insurance, especially those who live at home.

Currently, approximately 8,800 beneficiaries live in the home, which is two-thirds of long-term care insurance recipients. Of these, 72% benefit from a caregiver’s intervention (11% exclusively and 61% in association with the Support and Care Network).

The introduction of long-term care insurance in 1999 aimed to strengthen and develop home support. As part of the long-term care insurance reform in 2018, the guiding principle of ‘home care’ has been strengthened through many services, particularly ‘home care activities’.

Satisfaction Survey Objectives – Part dedicated to the caregiver

Therefore the survey conducted focused on the following three objectives:

  • Satisfaction with the performance of the Long-Term Care Insurance Assessment and Monitoring (AEC) Department: see collaborators and their availability and communicate with them, follow up on file, deadlines and information received;
  • options in home care organizationthe effect of the different types of benefits granted, the relative satisfaction, the distribution of assistance and care, and the limits of maintaining home care;
  • The caregiver’s knowledge and consumption of services related to his or her rest period and the Feeling The caregiver as a person actively involved in the care.

A better understanding of the caregiver’s needs makes it possible to better target the available measures, or even cover the needs with additional measures. The caregiver plays a vital role in keeping beneficiaries at home.

The survey was entrusted to TNS Ilres and participation was voluntary. 295 beneficiaries living in the home as well as 194 caregivers were interviewed between May and December 2021 through face-to-face interviews in their homes.

Survey results and areas for improvement

Overall, there is significant overall satisfaction with AEC’s work: 88% of beneficiaries are satisfied with the services provided by AEC, including 55% who are very satisfied.

The policyholders also express satisfaction with the communication reached by telephone, which is the preferred method of communication. In 2021, “Helplines” made it possible to answer more than 11,000 calls from policyholders. Expansion of the beaches of the Red Sea Helpline “Technical assistance” significantly improved telephone reception by increasing direct access to the relevant department (halving the number of abandoned calls).

One area of ‚Äč‚Äčimprovement is undoubtedly the information provided to policyholders through further exploration of the main vectors of information for claimants about long-term care insurance, ie, attending physicians and hospital social services.

With regard to the organization of care around a dependent person, it should be noted that 93% of the beneficiaries are satisfied with the maintenance insurance services regarding the possibility of home support, of whom 68% are very satisfied.

71% of the respondents who were asked stress the importance of helping the caregiver in the essential chores of life respectively, 62% in the activities of helping maintain the family in their residence in the home. 63% indicated the importance of providing free technical assistance to enable them to provide support at home.

This satisfaction goes hand in hand with the deep feeling and desire of policyholders to stay in their homes for as long as possible, despite their loss of independence. Therefore, long-term care insurance provides the correct answer for this vulnerable population, and these data only confirm the success story that long-term care insurance has been in Luxembourg since its introduction in 1999.

For 88% of caregivers it is normal to help, 79% have a strong emotional bond with the dependent, and 71% believe that with their help the dependent person can stay at home instead of going to the institution. (4) 90% of the caregivers interviewed intervene every day and 88% even several times a day with the dependent. Interventions relate to both basic life chores (91%) aids, but also, in general, to daily living tasks (97%) such as meal preparation, preparation and administration of medication, shopping or washing. 81% indicated that they also provide moral support to the dependent. 33% intervene at least once a week during the night, including 16% every night. The intensity of these tasks is sure to have repercussions on the caregiver’s life and affect his physical and mental health, family, social and personal life. 70% of those surveyed believe that personal health problems are a limit to keeping a dependent person at home. However, it should be noted that the vast majority of caregivers express satisfaction with the benefits of long-term care insurance as support in their role as caregivers. 84% were able to find moments of rest.

Conclusions and planned actions

Since the 2018 reform, a range of measures have been modified or even created to support the caregiver in supporting a dependent person, including caregiver training and night care.

However, caregivers do not always benefit from current measures as needs change. This is why communication will be enhanced and better directed, particularly through the use of the various communication channels that exist, to better inform caregivers of the measures intended for them. In this context, phone reception (11.00 calls in 2021) was already boosted at the beginning of the year by expanding the reach.

In the medium term, discussions will focus on extending existing measures and also on the need to create additional measures to better support the caregiver in performing his duties, but also to mitigate them. More specifically, it concerns the analysis of the extension of caregivers who can benefit from the already covered training (6 hours / year), the review of possible services during the night (night watchmen, etc.), the analysis of the adjustment of monetary benefits amounts and also the analysis of experiences abroad in terms of matchmaking Between the caregiver’s professional life/activities (special ‘caregiver’ leave, etc.).

These measures will be the subject of in-depth analyzes to be discussed with the social partners with a view to the necessary legislative amendments.

Issued by the Ministry of Social Security / Department of Evaluation and Oversight of Maintenance Insurance

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