Goodwood Homecare

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care plans were up to date and reflected people’s wishes and what was important to them. People’s care plans sometimes lacked detail, but staff knew people and their likes and dislikes well and what was important to them. People told us staff took an interest in them as a person and not just their care needs. One person told us, “They have time for a little chat whilst they’re doing what they’re doing. They take an interest, it's not just mechanical care.” Staff gave examples of how they engaged with people around their hobbies and interests.

People felt empowered and in control of the delivery of their care. People told us staff always asked what they wanted and respected their choices when delivering care. People told us staff supported their emotional wellbeing as well as meeting their physical care needs. Staff took time to build positive relationships with people which people valued.

People’s visits were arranged to suit their individual routines wherever possible. Rotas were amended to fit with community activities people were involved with and social and medical appointments.

Where people’s needs changed, care was adapted to ensure their needs continued to be met in a way that suited them. Relatives regularly visited the office to ask for changes to care package which the provider was very responsive in addressing. For example, to add additional calls when relatives were on holiday or to change calls around health appointments.

People’s calls were on time and people told us there was sufficient time allocated to calls to meet their needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider was very knowledgeable about the local community and the needs of people living in it. The provider was a visible presence in the community and had an open-door policy where passers-by could visit for advice and information about the care and other health services.

The provider held regular fundraising events which involved the local community and money raised went to local charitable causes

The provider understood the importance of continuity of care. Where people were admitted to hospital or moved house to outside the usual area in which they provided support, the provider was proactive and responsive to try to maintain the care packages so people received continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People received information in a timely manner and in a way they could understand. People felt well informed about their care and were confident they would be contacted by the provider when information needed to be shared.

People were given information on how to contact the office or report concerns or complaints at the start of their care package.

Information was shared with other professionals when needed in a timely manner to ensure people received continuity of care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

A complaints policy was in place which was followed. Where one complaint had been raised, the provider had investigated in full and provided a response to a relative but had not documented their discussions with staff. We raised this with the provider and they immediately retrospectively recorded their conversation to ensure it was documented.

People were asked to complete feedback questionnaires at the time of every care plan review. The registered manager compiled their responses, identified patterns and took immediate action where required to act on feedback received.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Where emergencies arose, the provider was responsive and flexible to ensure people still received the care they needed. For example, rotas were reviewed in adverse weather conditions or where relatives weren’t available to support people to ensure all people received the support they needed.

The provider had an on-call service to ensure senior staff members could be contacted at all hours of the day and night if needed for advice or for additional support on care calls.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s individual needs were clearly identified during assessment and reflected in people’s care plans. For example, where people practised a religion or if they had specific accessibility needs, it was identified in their care plans. When people’s needs changed, care was adapted to ensure people’s care was still tailored to them as individuals and they still received equal opportunities.

Where challenges arose such as adverse weather, decisions in respect to care priorities were transparent and communicated to help maintain fairness for all. Rotas were set to ensure equity was maintained and people received fair access to support.

People were supported by staff who received equality and diversity training. Staff consistently supported people in a respectful and person-centred way to ensure equity of experience for those they supported.

People were supported by staff who listened to them and who adapted their communication styles to suit each individual.

People experienced positive and equitable outcomes irrespective of any of their personal individual needs such as disability, age or socio-economic circumstances.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had ReSPECT forms in place which were kept in their care folders in their homes and in the office so they could be easily accessed by staff if needed.

Where people were at the end stage of their life, advanced statements were completed to ensure staff knew their end of life wishes and how they wanted to be supported at that time of their life.