Spectrum Homecare 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.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. We reviewed people’s care plans and the daily care records staff completed when they provided people with care. The records were person centred and evidenced the care staff provided met their individual needs. Staff understood the importance of providing care in a person-centred way. One staff member told us, “We work with people, their families, nurses whoever is involved to make their outcomes happen”. People confirmed this. One person told us, “They know exactly what I need and how to help me.” And another person said, “They always help with anything and know my routine”.

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. The provider was flexible in supporting people’s choices and understood the importance of supporting people to be part of the community. The registered manager provided us with many examples of how staff supported this. These included supporting people to attend local community events, visits to the pub and to visit animals. People confirmed they were provided with continuity of staff. One person told us, “It’s a steady team, and I know who’s coming which I like.” And another person said, “I know who’s coming, and they’re always on time.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of their duty to provide information in a format suited to individual’s needs. For example, in larger print for someone who has a visual impairment. We found detailed information in people’s care plans on how they communicated this included how people used technology to make their needs and wishes known. The provider ensured people using the service were supplied with key information on the service which included the services on offer, how to contact them and how to raise a concern.

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 knew how to give feedback about their experiences of care and support provided including how to raise any concerns or issues. The service provided people with regular opportunities to provide feedback and review their care. People and their relatives told us they felt listened too. One person told us, “They listen to what I say and make sure I’m comfortable with everything.” And a family member told us, “They listen, they adapt, and they always ask how things are”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had systems in place to ensure people received support from external agencies when they needed. For example, the service worked with occupational therapists to ensure people had the right equipment. We also found the service advocated for people when needed to ensure they had the right levels of support in place to meet their needs.

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’s rights were protected, care and support was provided in a person-centred way which respected people’s differences and choices. People’s care plans detailed information such as relationships that were important to them. We found the service worked with people to ensure these needs were met. We also found the service promoted the use of advocacy services. An advocate supports and represents people to understand their rights and can support them to make an informed decision.

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. Staff had received training on how to support people with care at the end of their lives. The service had received compliments on the advanced care they had provided from relatives and an external professional. We reviewed people’s care plans and found the wishes people had expressed for their future were recorded and regularly reviewed.