Right at Home U.K

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• 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 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. For example, people were placed at the centre of decisions about their care and treatment. Staff worked in partnership with them to review and respond to any changes in their needs. Care plans reflected people’s choices, and adjustments were made promptly to ensure support remained appropriate and person-centred.

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. For example, staff supported people’s choices and ensured continuity, so care remained consistent and responsive to people’s individual circumstances.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, people were provided with clear, accurate and up-to-date information about their care in formats suited to their individual needs.

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. For example, the provider encouraged people to share feedback, ideas and concerns, including how to raise complaints. People were involved in decisions about their care, and the registered manager kept them informed about any changes made as a result of their feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, the provider ensured people received care, support and treatment in a timely way. Care schedules were organised to meet people’s needs, and staff responded promptly to any changes or requests.

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. For example, care planning reflected personal preferences and circumstances, and staff adapted their approach accordingly. Input from family and professionals supported coordinated care, with leadership oversight ensuring this was consistently applied in practice.

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. For example, people were supported to consider and discuss future planning, however families often took the lead in making decisions about longer-term care and end of life wishes and this was respected.