Clarity Homecare Coventry

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

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 relatives were actively involved in decisions about their care and support. Staff understood their needs and what mattered to them. The registered manager undertook regular reviews with people which helped to ensure changing needs were met. Care plans reflected personalised details which supported people to receive care that was person-centred and tailored to their wishes, needs and wants. One relative told us, “100% we are involved. The care is person centred to them and [Name] as they organise it all”.

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 received care and support from a consistent team of staff who knew them well. The Registered Manager told us, “We look to use the same staff to ensure familiar faces and staff are well versed with their care.” Staff worked well with health and social care professionals to ensure people received joined up care from everyone involved in their care.

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

Most people could communicate verbally however clear communication preferences were highlighted in the care plan. For example, how people wished to be greeted by staff when entering their home. The registered manager told us they had plans to provide care plans in large font and in other languages to enable people to read them where required.

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 was available and open to receiving feedback from people, staff, and relatives. The management team spoke to people and relatives on a regular basis. Relatives were confident they could address concerns directly with the registered manager.

Systems were in place to ensure staff, people and relatives had opportunities to feedback on the service. The registered manager told us concerns were dealt with promptly and followed up.

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

The provider understood the importance of ensuring people had access to the right health and social care services. Relatives reported support was available from the Registered Manager when their loved ones needed access to health and social care professionals. The service operated a duty on call system to ensure support was available to people relatives and staff outside of office hours. The Registered Manager provided people and relatives with information and signposted to other services within the community.

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 told us the service aimed to meet their needs where possible. One relative told us, “They try and be as flexible as they can. They always find a solution and do their utmost to help as much as they can.” Another relative said, “We’ve found a good match. I have no complaints, I couldn’t ask for more. It is as though I am taking care of them myself.” We were assured that staff knew people well, such as communication needs. Staff provided care that met people’s needs and help to achieve their goals.

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 carried out regular reviews of people’s support needs to help ensure changing needs, call times, duration, frequency or typed of support was managed. Relatives reported good communication between themselves and the registered manager when managing fluctuations in care support. Decisions were clearly recorded and communicated appropriately.

The manager worked with people to ensure their end-of-life wishes were met, this included their religious and cultural needs. Information was recorded sensitively, clearly with concise instructions on who, where and what needed to happen at that time.