Ideal Home Care

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.

The registered manager was committed to delivering person-centred care, and this was reflected in care records and the positive feedback received from people using the service. The service supported people from a range of diverse ethnic and cultural backgrounds, and care records contained detailed information about people's cultural, religious and personal preferences.

Care records provided staff with clear guidance on how to meet people's individual needs. For example, one person's care record contained detailed information about their faith, religious observances and personal care routines to ensure support was provided in a way that respected their beliefs and preferences. Another person's care record clearly outlined their preferred daily routines and choices, enabling staff to deliver care in line with their wishes and promote their independence.

This demonstrated people's protected characteristics, values and preferences were recognised, respected and embedded within the planning and delivery of 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.

People received consistent care and support from a regular team of staff, enabling them to build positive and trusting relationships. People told us they were informed in advance of who would be visiting them through the provision of staff rotas.

People using the service had a range of healthcare needs, and the registered manager demonstrated a strong understanding of these needs. Discussions with the registered manager, together with a review of care records, confirmed effective partnership working with relevant healthcare professionals to ensure people received coordinated and seamless care.

People consistently told us they were happy with the care and support they received. Relatives also spoke positively about the service and expressed satisfaction with the quality of care provided.

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

The registered manager demonstrated a good understanding of the Accessible Information Standard. Although people using the service came from diverse backgrounds, the registered manager explained that people had a good understanding of the English language and did not require additional support with communication at the time of the inspection.

People had access to their care records either electronically through an application or via hard copies kept in their homes. People were encouraged to take an active role in reviewing their care and support to ensure their views, preferences, and choices were understood and reflected in the care provided.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People were given opportunities to provide feedback about the quality of the service they received. People told us they were confident the registered manager would listen to and act upon any concerns raised. One person shared they had raised a concern in the past, which was addressed promptly and effectively by the registered manager.

Regular spot checks were undertaken to monitor the quality of service delivery. The registered manager told us these visits provided opportunities to speak with people about their experiences and to ensure they remained satisfied with the care and support provided.

We reviewed evidence of surveys distributed to people using the service to gather their views and opinions regarding staff performance and the overall management of the service. Feedback received was consistently positive, indicating a high level of satisfaction with the care and support provided.

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

Care records reflected each person's individual needs, preferences, and protected characteristics, including their ethnicity, culture, and religious beliefs. Staff demonstrated an awareness of these needs and were able to describe how they provided care in a way that respected people's backgrounds and choices.

The registered manager was passionate about delivering high-quality, consistent care. They explained if a member of staff was unable to attend a scheduled visit, they would personally undertake the call. This helped to ensure continuity of care and provided people with a reliable and consistent service.

Staff told us people using the service were treated fairly and with respect, regardless of their background. They also confirmed equality, diversity, and inclusion were promoted within the staff team, ensuring a fair and supportive working environment.

Information gathered through surveys, spot checks, and discussions with people using the service enabled the registered manager to monitor the quality of care provided. This feedback was used to review service delivery, identify areas for improvement, and drive continuous improvement where required.

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 were supported to live the lifestyle of their choice and told us the support provided by staff enabled them to continue living independently in their own homes.

Care records contained clear guidance for staff, including when it was necessary to contact the office for additional support or seek medical intervention. This helped to ensure people received timely and appropriate care when their needs changed.

Records demonstrated effective partnership working with other healthcare professionals, including speech and language therapists and district nurses. Staff used information and guidance from these professionals to support people in a way that met their individual needs and promoted positive outcomes.

As a result, people experienced care that was responsive, coordinated, and tailored to their specific circumstances, helping them to achieve and maintain the best possible outcomes.

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.

The registered manager told us some people had a ReSPECT (Recommended Summary Plan for Emergency Care and Treatment) form in place. This document provided important information about a person's wishes and clinical care preferences in emergency situations where they may be unable to make decisions for themselves. The registered manager maintained copies of these forms and staff were aware of where they were kept within people's homes, ensuring the information could be accessed when required.

One person using the service was receiving end-of-life care. Their care records contained detailed and personalised information to guide staff in meeting their needs, including information about their religious beliefs and preferences. This helped to ensure care was delivered in a way that respected the person's wishes, values, and dignity.

The registered manager was able to demonstrate staff had received appropriate training in palliative and end-of-life care. This helped to ensure staff had the knowledge and skills required to provide compassionate, person-centred support during this important stage of a person's life.