Right At Home (East Lancashire & Ribble Valley)

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 key question was previously rated outstanding. This key question has changed to 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 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 had extremely detailed support plans and were fully involved in planning their care, as were their relatives and others, where appropriate.

People’s care plans fully reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act.

People were helped to have as full an understanding as possible of their needs and rights, and so were able to play as full a part as possible in their care planning, and the services they could access. For instance, staff supported people to read letters where their eyesight was a problem, they advocated for people during safeguarding processes to ensure they were able to get the right support and were not overwhelmed by the process.

People and relatives were encouraged to take part regularly in reviews of care needs. The provider proactively encouraged relatives to take an interest in their loved one’s care, sharing log-on information for the electronic care records system. One relative said, “It gives us peace of mind to be able to see it all on the app.”

Professionals we spoke with were impressed with the person-centred approach of the service, saying, “I would highlight their positive attitude, professionalism and commitment to supporting people to achieve the best outcomes possible.”

The provider understood the diverse health and care needs of people and their local communities. Care was joined-up, flexible and supported choice and continuity.

Staff had a strong understanding of people’s needs and preferences. Staff always stayed for the duration that was planned. The provider ensured rotas and travel times were planned to support staff being able to stay for the full duration of a care visit. People and staff confirmed they were never rushed and had time to meet people’s needs.

Records were detailed, accurate and up to date, meaning easier and more effective support from other services when needed.

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

Staff took account of people’s communication needs and interacted with them well.

There were regular surveys, which were acted on and factored into the ongoing action plan.

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.

There were regular surveys in addition to care reviews and spot checks of care staff. People and relatives felt leaders and staff were open and communicative. They could share any ideas or concerns they had.

The provider had effective complaints policies and processes. Concerns had been few and were dealt with effectively and in a timely manner.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access healthcare and to access their local community when this was part of their care planning. The service advocated for people to ensure that their individual needs and wishes were respected and supported.

Staff worked hard to advocate for people and ensure they weren’t disadvantaged and were fully able to explore their aspirations. One relative said, “They always make sure [person] is able to get to their appointments.”

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.

The provider had relevant policies regarding equality and 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.

Care planning had specific sections for day-to-day goals and more longer-term goals.

The provider had supported people as they approached the end of their lives and there was training in place. The registered manager was exploring additional areas of training and guidance support in this area for the future. They had formed positive links with a local hospice and were aware of the Gold Standard Framework.