My Homecare Bournemouth

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 service met people’s needs.This is the first assessment for this 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 service 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 told us the care they received was person centred. Staff told us they had enough information about people’s needs to provide safe care. The provider had an electronic care planning system which meant information was updated or changed instantly. People’s care and support plans were written using person centred language. Care and support plans incorporated all aspects of people’s daily living needs and their wishes and goals.

The service 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 had access to the care they needed when they needed, this included seeing their GP, specialist or nurse. The registered manager ensured there was a small, consistent, core staff team. This meant they could identify changes in a person’s condition quicker. Staff told us they routinely contacted professionals to support people such as, the GP. Records showed input from a variety of health and social care professionals. Information was shared through meetings and messaging systems.

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

Communication was effective within the service, we received positive feedback about the way the service communicated with people, staff and external professionals. The registered manager was motivated to ensure communication channels operated effectively. People’s communication needs were detailed in care plans. This information was highlighted if a person had communication difficulties and shared with relevant health and social care professionals. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The service adapted to meet people’s individual communication needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People were consulted and asked if they were happy with the service, including by staff, the registered manager and formally by the service. Staff meetings, handovers and secure messaging systems meant information was continually shared and updated. Information was used to shape the service and make changes. The registered manager was involved with every new person using the service so they could get to know their needs. Feedback received throughout the inspection confirmed everyone had confidence in the service and the registered manager to address any concerns they had. The complaints policy was aligned with best practice for handling concerns.

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

People received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to keep well, happy and achieve their goals. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing competency monitoring. Each policy and procedure had given a consideration to equity, accessibility and safety.

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 receiving a service from My Homecare Bournemouth were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates, they told us the registered manager would take them seriously. Staff training, guidance and spot checks meant staff were reminded of their responsibilities. Policies, procedures and working practices within the service were in accordance with relevant legislation to ensure people and staff received fair treatment.

A staff member said, “We ensure we support people to be independent and maintain their dignity, confidence, and quality of life. It empowers them to do things for themselves and promotes their wellbeing.”

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 provided with opportunities to discuss their care needs in their last years and days. Care plans were person centred, and initial assessments and regular reviews meant the service had recorded people’s views in detail. It was the service mission to support people to spend their final days at home, in a familiar environment. At the time of our inspection the service was not providing care to people in their last days. We were assured the service had the systems in place to do so if required.