Homecare Team Ltd

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 good. At this assessment the rating has remained 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 support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Each person had a care plan in place which provided an overview of the support they required from staff. Some of the care plans we looked at were disorganised and it was difficult to find the correct information. The registered manager assured us more succinct versions were available in peoples’ homes.

We saw lots of good examples where people had received person- centred care.

One person who was a practising their chosen faith, received a domiciliary care from Homecare Team Ltd. During her initial assessment and care planning process, she explained that maintaining her faith, cultural traditions and personal dignity were fundamental to her wellbeing and identity.

Things of importance included that they preferred female carers to support her with personal care in accordance with her religious beliefs and to preserve their dignity. They also observed the five daily prayers and wished to perform these without interruption whenever possible. They followed a halal diet and wanted reassurance that staff understood the importance of avoiding cross-contamination when preparing or serving food.

During the month of Ramadan, their daily routine, mealtimes and medication schedule changed, requiring additional planning. Family involvement was very important to her, and she wanted them included in significant decisions about her care. All of these important requests had been facilitated when planning the person’s care.

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.

People told us they received care and support from a familiar and stable staff team, where possible. Staff rotas were used which showed staff largely received care from the same staff if they were available.

The feedback we received was that there was good continuity within the service. One relative said, “[Person] sees consistent staff as he likes routine. They see the same 3 staff, usually 7 days a week. They even take him to Friday prayers.” Another relative said, [Person] sees the same group of staff, all female, familiar faces who all know and understand their needs.”

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

There was a statement of purpose in place which people with an overview of their care package, as well as their rights and what they could expect as part of their package.

The service provided care and support to people from lots of different cultural backgrounds. Information was available in different formats if people needed it and where possible, people received care from staff who were able to speak similar languages. Interpreter services were available should there be any communication difficulties.

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

There was a complaints process in place if people were unhappy with the service they received. Although people told us they hadn’t needed to complain, they were aware of what to do if they needed to. One relative said, “No complaints at all, I would contact the office, manager is approachable and friendly, she has done a home visit.” Another relative said, “No complaints. I would go to the manager. I have all the numbers to include out of hours.”

Feedback was gathered through surveys, care reviews, monitoring calls and regular discussions with people and relatives. Families told us they had been involved with processes such as initial assessments and reviews of people’s care plans.

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

People told us they received support too access the care the needed. One relative said, “[Person] is Diabetic which is managed with tablets and diet. The GP and nurse visit as necessary. Any appointments the staff will come with me to take them in a wheelchair.”

Assessments considered people’s needs, preferences and risks to ensure care packages were appropriate before they commenced. The service demonstrated flexibility in accepting and delivering care to people with a range of needs, including certain complex conditions.

People were supported to access services and community opportunities where appropriate, which helped promote inclusion and reduce isolation.

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 care plans provided details of their preferences and beliefs. This helped ensure people's protected characteristics and needs were respected. People consistently told us their cultural needs and backgrounds were fully respected.

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

We saw several examples where people and their families had experienced good outcomes regarding end of life care. Following a diagnosis of advanced cancer, one person expressed a wish to remain at home during the final stages of their life, surrounded by his family and supported in accordance with their faith

Staff respected their choices and provided compassionate, person-centred and culturally responsive care, ensuring his dignity, privacy, religious practices and preference to remain in familiar surroundings were maintained as his condition deteriorated.