Napier Homecare Services 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 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 treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
Care plans were detailed and considered all aspects of people’s lives, including communication needs, preferences, histories, cultural and religious needs. Staff used this information well in day‑to‑day support, and people had control over who supported them.
People and relatives told us they felt listened to, and there was clear evidence that support was adjusted when people asked for changes.
We saw examples of staff adapting support in ways that respected people’s wishes, such as altering the time of calls to better fit in with what people wanted to do with their support. One person told us, “I do have little foibles and they understand them.”

Where people were approaching end of life, the provider acted promptly to adjust support. For example, overnight waking support was arranged quickly when someone became more unwell.

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. Care was delivered in a consistent and well‑coordinated way, with people supported by a small, inducted team who knew them well.
There was strong partnership working with health professionals, particularly GPs, and staff took proactive steps to support people to access health services.
Where inconsistencies occurred in call data, the provider investigated and gave clear explanations, including issues related to staff not signing out or requested changes to call times.
People and their families were involved in reviewing support, and changes were made when requested. Staff communicated well and lessons learned were shared across teams.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received clear information about their care, and staff understood what information was appropriate to share due to regular GDPR(General data protection regulation) and data protection training.
Care plans contained accessible, person‑specific guidance, such as communication guidelines for a hearing‑impaired person.
Where people agreed, families had access to daily support notes, which helped them understand changes in needs and care provided.
Team meetings were well‑structured, with clear notes, and included discussions on important topics such as gifts and legacies.

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. People were listened to, and their views shaped the service. When people requested adjustments to how or when support was provided, the provider acted promptly. One person said, “They do things with me and not just for me.”
Regular meetings took place with people, families, and staff to review support and identify improvements. Minutes showed that people’s voices were heard and acted on.
Staff spoke positively about leaders and said they felt able to raise concerns or suggestions. People also gave positive feedback about their support and how well staff treated them.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People accessed care that met their needs, and the provider ensured support was inclusive and respectful of protected characteristics. Staff completed training in equality and diversity and understood how these characteristics could affect access to support.
Cultural and religious needs were clearly recorded and respected.
Environmental risk assessments ensured access to safe support at home, and safeguarding strategies supported people to access care safely.

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 experienced positive outcomes that reflected their personal goals. Staff paid attention to people’s progress and celebrated achievements linked to maintaining or increasing independence. The provider understood and promoted the value of people continuing to do as much for themselves as possible to allow them to remain independent in their homes. There was a clear culture of staff doing things with people rather than for them.
People told us they felt respected and treated with dignity, and staff relationships supported positive experiences of care.
The provider responded quickly to changes in people’s needs, one person told us, “I’ve got a care plan and it’s been updated several times.”

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 were supported to make decisions about their future, including advanced choices where appropriate. People discussed and recorded what they wanted their support to look like at the end of their life.
Capacity assessments were completed where required, and people were involved in care planning whenever possible. Management considered people’s preferences when supporting advanced decisions about their health and care.. Regular reviews ensured plans reflected people’s changing needs.