Roche Homecare (Community)

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. A staff member said, “We always ask people first as part of delivering person-centred care.” The manager shared how the team reorganised their rota to provide an additional evening visit for a person, enabling them to remain at home in line with their wishes.

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 ensured a core team supported each person to build strong relationships and continuity of care. The manager told us how they worked collaboratively with the occupational team to support people’s mobility needs, such as introducing standing aids instead of hoists and making practical home adjustments like installing handrails. The occupational therapy team remained responsive and reviewed changes to ensure they were effective, reflecting a strong and proactive partnership.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. While no one needed alternative communication methods at the time of our assessment the manager said, if a person required their care plan in another language, the provider could accommodate this. The manager also said, they have a service user guide which was available in easy read format.

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 service had a complaints procedure in place, along with an easy-read version for accessibility. The manager said, “When we receive a complaint its recorded. Depending on the nature we may action it then and go out to see the person. If it was something in relation to staff which needs addressing, we would speak with staff and the wider team if needed. We would tell the family what we have done and follow back up with the family.” One relative told us how they had made a complaint and that it was resolved promptly.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The manager said, “We ensure we can meet people’s needs and put in place whatever is required. For example, if someone had a communicate issue we would speak to the speech and language team to help us with this. We treat everyone as an individual and make referrals when needed.” The service operated a 24-hour on-call system, with the manager available as backup when needed. In the event of a death or urgent issue, the manager or their deputy would respond. Staff were aware of the process and communicated effectively out of hours. For example, if running late, they contacted the family or person receiving care to keep them informed.

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. One staff member told us how they supported a person who uses a wheelchair to go to the local shop. As there was no ramp, the staff member arranged for the person to go to the shop door and the staff would bring them items they needed. The manager told us a person using the service was struggling to access their shower and supported them to get a new one installed with a chair so staff could then support the person to have a wash.

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 manager said, “It’s part of the overall care planning. Those we support have already got plans in place. There are some people who don’t want to talk about it, and we respect that. We also speak to families and get copies of any advanced planning forms, so staff are aware.”