Stocks Home Care Services

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 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. The provider made sure people were at the centre of their care and treatment choices and adapted support when people’s needs or preferences changed. People and relatives consistently told us care was tailored to what mattered to them. People described being offered choices about personal care and routines, including whether they wanted a wash or a shower and when they wanted support. Relatives confirmed care was personalised and responsive, with staff adapting support as circumstances changed and ensuring care plans reflected this.

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 and relatives told us there was good continuity of staff, with most people supported by a regular group of carers they knew and trusted. This helped carers understand people well and provide consistent care. Relatives described positive collaboration with health and social care professionals. The service worked closely with involved professionals and had positive relationships that supported good outcomes for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us they were given clear information about the service and how care was delivered. Relatives described having access to rotas and care notes through an app, which helped them stay informed and reassured when they were not present. One relative said, “I have access to an app. It is handy for me if I am not there.”

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 and relatives told us staff and managers were approachable and listened to them. People said they felt confident raising concerns and that issues were addressed when they spoke to the office or manager. One person said, “If there was a problem they (staff) would sort it. They would speak to me.” Although no complaints had been received in recent times, systems were in place to respond to concerns and learn from them, and people’s views were sought and acted upon.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us the service respected their choices and needs, including preferences about carers and how care was delivered. For example, people told us their wishes about male or female carers were followed and support was adjusted around appointments or daily routines. This showed the provider took steps to ensure people could access care that was right for them.

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 and relatives were consistently positive about the impact of care on their wellbeing. Relatives described how carers helped people remain safe, comfortable and independent at home, and improved their quality of life. One relative said the service “improves [relative’s] lifestyle” and provided reassurance and peace of mind. Feedback was overwhelmingly positive with no concerns raised about the support people received.

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 and relatives told us care plans were in place and reviewed when circumstances changed. People described reviews being arranged and care adjusted following hospital stays or changes in health. People confirmed they were supported with advance decision‑making, including end of life care, with clear plans in place to reflect people’s wishes.