Olive Tree Domiciliary Services Ltd

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 79 (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 was exceptional at making 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 made sure that as much as possible people were in control of their own lives, and made decisions about their needs, and desired outcomes. For example, 1 person said she would like to be more independent with using her wheelchair. Staff supported her to start developing her strength through different exercises and activities, which meant eventually she was able to use her wheelchair without support. This developed from accessing small areas, to visiting shops and paying for items independently. The person is now more confident and has tried other activities and approached things that previously she would not.

Staff were able to adapt and respond to changes in people’s preferences and routines. People or their relatives were involved in setting up the care plans and reviews of support, and everyone had access to their care plan. Care plans included a ‘life stories’ section so staff had important information to help them provide appropriate care and support, and to develop a rapport.

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 care from the same members of staff, so that care was consistent, and staff knew people and their needs well. The service and staff could be flexible, for example changing shift patterns at important times such as Christmas and New Year’s Eve to ensure people felt included in celebrations. Staff could also adapt their shift patterns to support people to be able to go on holidays. Rotas were managed according to people’s preferences such as providing female only staff.

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

Information could be adapted, for example providing easy read versions of written information, and the use of visual and pictorial aids. This included the use of pictures to help people understand their daily routines and activities, such as aids to help people use kitchen appliances. The provider promoted the use of information technology to help people be independent with managing their medicines through the use of reminders.

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.

Family members told us they were regularly asked for feedback, and whether anything needed to change.

The provider had a complaints policy and process, and a flow chart was available to reflect the full process. there was evidence of complaints being resolved effectively and in a timely manner.

People and family members were encouraged to fill in the communication book as a way of providing feedback. People were provided with a welcome brochure when they first started using the service, which had valuable information and contact details.

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

Rotas could be changed to fit in with people’s daily routines and support them to attend appointments. People told us staff were usually on time and were informed about any changes to rotas. Care plans considered needs around mobility, communication and sensory needs, and people were supported with the right aids and adaptations. There was on-call leadership support available 24 hours per day.

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.

Staff understood the potential barriers people they supported could face and took action to reduce these where possible. The provider arranged for people to have advocates to make sure their voice was heard in different situations. Staff undertook training about equality and diversity to equip them with the skills to identify and challenge discrimination.

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 provider was not supporting anyone who was at the end of their life, however training would be provided to staff if this became a need.

There were relevant sections within the care plan to encourage people to discuss what their wishes may be with regards to end of life care, and this had been documented where people chose to do so.