Home-Care Perfection - Main Office

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.

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 received support which was specific to them. Care plans, risk assessments and daily notes focused on the support people wanted to receive and what was important to them. People consistently told us they were fully involved and consulted on decisions about their 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.

Staff and leaders worked in close collaboration with health and social care professionals. This meant people received the right support, from the right professional at the right time. The support people received was flexible where it was designed to fit around their life and other commitments.

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

People were given information in a way which met their communication needs. The provider met the Accessible Information Standard whereby they could provide information in alternate formats, when needed.

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 fully involved and consulted about their care. People and staff told us they felt able to feed anything back to leaders and they all felt confident they would be listened to, and the feedback would be acted upon. There was a complaints procedure in place and leaders actively responded to concerns and complaints to resolve the issue. The provider was responsive to feedback. For example, feedback was given whereby some staff would have benefitted from support with meal preparation. The provider created a cook book for staff to follow to create meals people enjoyed.

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

People benefitted from approaches which embraced collaboration. Leaders actively worked in close partnership with health and social care partners to ensure people had access to the support, equipment and services they needed when they needed it.

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 did not experience discrimination because of their protected characteristics. Staff had training in equality and diversity and understood the importance of working without judgement and prejudice.

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.

Initially when undertaking the inspection, we found information was lacking around people’s wishes in relation to planning for the future. When we raised this with the registered manager, they responded to this immediately and ensured the correct level of detail was included. We were then satisfied with the guidance being given to staff to outline how people wish to be supported with their end-of-life care.