Hopecare and Health 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. Staff supported people in a person centered way and provided tailored support to people. For example, a person was supported to have their preferred drinks in the evening and another person was supported to listen to their favourite music and watch their favourite TV shows.

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. Some people told us they often received different care staff and would prefer the same staff. However, people told us staff met their needs, and they could raise any concerns with the management team. People were supported to maintain community links and keep in touch with family and friends. “The carers laugh and joke with [name], they are very kind. When they go [name] often tells me how nice they have been. They (staff) make sure they have everything they need, such as the remote control is important as they watch TV throughout the day.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided to people in tailored formats, as required. People were involved in initial assessments, which included how they wished to be contacted, preferred methods of correspondence and if any accessible information records were required, such as easy-to-read formats.

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 and relatives told us they felt listened to. A relative said, “We were sent a questionnaire 3-4 weeks ago, if I have a problem I phone the office, they are very approachable”. People told us they were involved in their care planning. People were provided with opportunities to feedback about their care. This information was used to form an action plan, to ensure the provider acted upon people's feedback. Records showed people were overall happy with their care. Comments included, 'They (staff) make me laugh and forget about problems' 'They (staff) are smiling all the time and always go an extra mile for me' and 'We feel very pleased and confident in the care being provided'.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records evidenced people were supported by external professionals where required, such as district nurses, emergency services and GP's. People and relatives told us staff supported them to access healthcare 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 and relatives told us they were happy with their care and support. A relative said, “We are very involved in [name’s] care. At the beginning I gave them a list of do’s and dont’s and likes and dislikes. The carers adhere to them all. We all took part in the care planning when it was set up.” Some people were supported to attend the community and carry out activities. People’s care plans contained details about people's routines and preferences. For example, 1 person liked to knit, do colouring and complete puzzles.

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. At the time of our assessment, no one was receiving support at the end of their life. People had goals and outcomes in place which they would like to achieve. People had regular reviews of their care and people's future decisions were included in their care plans. A person told us, “I am in control of planning my care, I don’t feel that they (staff) take over, I tell them what I need.”