Seven Hills Homecare

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 were supported by competent staff who knew them well and understood their needs. People usually had the same carers visit them which supported person centred care. People were involved in their care plans and told us they accurately met their needs. One person said, “We are involved in the care plan and kept up to date.”

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. There was evidence of staff working alongside healthcare professionals to achieve safe and effective care and support. Staff communicated well with external healthcare professionals and followed their guidance. Systems were in place to ensure support packages were undertaken without delay when circumstances had changed. For example, leaders worked with the hospital discharge team and social workers to ensure there was no delay in fulfilling packages of care.  

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives had access to a service user guide which contained information about the service, what they provided and what people should expect. People were involved in, and had access to, their care plans and supporting documentation. People felt involved in the service and told us they felt comfortable speaking with staff if there was anything they were unsure about. One relative said, “The carers are extremely approachable and have a great personality, absolutely 100% satisfied. We have a care plan and I’ve had full input in reviews.”

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. The provider had a complaints procedure which clearly explained the process of raising concerns and how they would be addressed. The provider used complaints to improve the service. People and relatives told us they were happy with the service and had not had cause to raise a concern. People and relatives felt confident they would be listened to and their concerns taken seriously if they ever felt there were any problems. One relative said, “I can always express my views, and the carers will take everything on board.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff and leaders ensured people had access to services and equipment they required to meet their needs. One person was assisted to access the community in their wheelchair. Staff also supported people to use equipment to assist transfers such as hoists.

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 were involved in every aspect of their care and staff respected their choices and preferences. People’s care plans included information about their expectations and goals to ensure people’s outcomes were met. One family member said, "The whole thing works a treat. We couldn’t do without them.”

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 had a policy in place to support people in receipt of end of life care and to ensure any pain and discomfort was minimised. Staff received training and support to ensure they were compassionate and preserved people’s dignity. The registered manager told us they worked alongside the hospice at home team to support people at this stage of their lives.