Capital Homecare (UK) Limited

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

The service was previously in breach of the legal regulation in relation to person-centred care. Improvements were found at this assessment, and the service was no longer in breach of this regulation.

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.

The service focused on delivering care which was person-centred and focused on people’s wishes and choices. Care and support plans were holistic, addressing people’s physical and mental health support requirements, while being culturally sensitive and respectful of their preferences and diverse needs.

People told us they were supported by a consistent staff team who knew them well. A staff member said, “I provide person-centred care by asking the person what they like, how they would like things done, I give them choices. I read about the person in their care plan, but I also speak to the person.” A relative commented, “The company are well organised and staff very person centred.”

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.

Relatives confirmed that they were actively involved in their family member’s care and played an important part in maintaining communication with the agency. They said that staff were kind and caring, and that they were kept well informed about any changes. A relative told us,” They will either liaise with me re GP or may ring the practice themselves if they need advice. I am always informed.”

Staff worked closely with external professionals to make sure people received coordinated and consistent care. A staff member told us, “We work with other professionals. I had a client with a pressure sore and the client wanted me to do something different to what we were trained we worked with the District Nurse to explain to the client what the risks are, to help them understand.”

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

Systems were in place to meet the requirements of the Accessible Information Standards; for example, people’s communication needs had been identified assessed and recorded. The registered manager provided examples of how they had adjusted their delivery of care and records to support people with communication needs. They confirmed information was available in different formats to meet people’s individual needs.

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.

The provider had a complaints policy in place and had oversight of any complaints ensuring they were investigated with actions taken as required to improve outcomes. People and relatives knew how to make a complaint and felt able to raise concerns and felt they would be listened to. A relative told us, “When I have raised any issues with management, my concerns have always been addressed promptly to my satisfaction.”

People, relatives and staff completed yearly surveys. Once completed this information then formed a Survey Action Plan for the whole service which was reviewed on a regular basis.

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

People received responsive and effective care from the staff team. People said they were treated fairly and equally by staff who arrived on time and stayed for the allotted amount of time. people were supported to access health and social care services if they required support from staff.

The provider had appropriate equality and diversity policies in place. Staff had completed training in this area. This helped them understand the potential barriers people may face when accessing care, and how they could be supported to overcome these.

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.

The registered manager and staff understood their responsibilities to ensure people were treated equally and without prejudice and discrimination. Staff had been trained in topics to ensure they understood people’s human rights and to safeguard them from abuse and harm.

People had positive experiences of care. Staff were kind, respectful, and focused on supporting people’s independence. People told us they felt cared for and valued. Relatives were complimentary about the approach of staff and described them as compassionate and understanding.

Where appropriate 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.

At the time of our assessment the service was not providing end of life care. However, the registered manager said they would actively seek guidance from the appropriate service for example district nurses and the palliative care team.

There were other examples of people planning for their future and being supported to become more independent. One young person was able to re-engage with education, move to independent living and is now managing their own life with confidence with on-going support.