The Right Home Care Team Chesterfield

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.

People and those close to them, were involved in planning and making decisions about how their care could meet their needs. Support plans contained details of people’s preferences and guidance for staff to understand and implement these. Staff understood the importance of person-centred care and how the delivery of this was achieved.

Changes in people’s needs were identified and acted on. The provider implemented systems to keep care records up to date, inform staff of changes and monitor outcomes.

People provided feedback of the service being personalised and them being recognised as individuals. One relative told us, “[Our relative] had a review which we were involved in. We are looking to increase the length of visits by staff. The communication with the [support provider] is very good.

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 were supported by staff who were trained and assessed to be competent to meet their individual needs. Appropriate training was provided to develop competent staff who were able to meet each person’s range of needs safely. Specialist advice was sought were required, for example, occupational therapy assessments for equipment.

The provider implemented an effective system for staff to report any changes in people’s needs, triggering appropriate responses and timely review and updates of people’s risk assessments and care plans.

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

People’s communication needs were assessed and met. Staff got to know people well and understood how best to communicate with them. People’s care plans included details of people’s preferred communication methods which staff followed. People told us staff were considerate and communicated effectively with them.

One relative told us, “Carers will sit and talk to [my relative], it is what they need, they are absolutely thriving on the contact they [staff] give them, they look forward to their visits.” Another relative told us, “The care staff are lovely, they are a small team, and we have a good relationship with them all. There is a consistency of care which [my relative] 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.

People were listened to and involved in regular opportunities to share feedback about their care. For example, people were encouraged to give feedback on the service they received, through discussion with their care staff, or with managers, carrying out reviews, checks and calls.

The provider sent out surveys to people they supported and staff to gain feedback. Feedback from professionals involved in people’s care and support was received and compliments logged.

The provider identified actions to take in response to feedback received, developed a system for sharing these actions and then completed regular audits to monitor and demonstrate progress. Staff were involved to make improvements to service delivery.

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

People received person centred care which met their needs, this included flexible care when required. People were able to request care as they needed it. For example, additional support to attend appointments or events. One person told us, “They [the service] are flexible, they will change times of visits and support appointments if [my relative] wants them to.”

The company implemented an on-call system to ensure support was consistently available. Support systems were accessible to people and staff.

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 protected characteristics were considered in care planning. For example, where people’s support needs varied due to their health condition, guidance for staff was available to support people to achieve consistently good outcomes.

Relevant policies were in place to promote equality, diversity and human rights and staff attended the relevant required training.

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 involved in making decisions about how their care was to be provided and care plans included any specific person-centred details for future care. Care records included details of people’s choices regarding future events. For example, details of people’s preferences and wishes for when at the end of their lives. The provider received multiple compliments and thanks

from the families of people for whom they had provided this support. Staff were proud of the support they offered, one member of staff told us, “Supporting someone at the end of their life is not easy, but I find it rewarding. We always have support from the office.”