Best West Bridgford Home Care Ltd Also known as Home Instead Central Nottingham and West Bridgford

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 68 (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 ensured people were at the centre of decisions about their care and treatment and worked in partnership with them to respond to changes in their needs. Although care plans were not always in place, the management team and staff knew people well and respected their choices. Relatives told us staff knew their loved one’s well. One relative told us, “My [family member] needed a lot of encouragement to eat and staff monitored this closely. They even checked his bin to make sure he wasn’t throwing food away and that he was drinking. [Staff] went the extra mile. They took him to the shop, let him choose what he wanted to eat, and then went home with him and cooked it for him.”

This meant people received individualised care that met their needs and preferences.

There were some shortfalls in how the provider understood and responded to the diverse health and care needs of people and the local community. As a result, care was not always joined up, flexible or supportive of choice and continuity. As noted in the Safe and Effective sections of this report, people did not always have coordinated care plans in place when other health professionals were involved. This meant people may not always have received coordinated support.

The provider supplied appropriate, accurate and up‑to‑date information in formats tailored to people’s individual needs. Information was provided in ways that suited them. The registered manager told us no one using the service currently required information in an accessible format.

Relatives told us they could review the care their loved ones received by accessing an online portal. People said they were informed which staff member would be visiting and at what time. One relative told us, “The majority of the time it’s the same small group of carers, about five of them, and I receive a rota by email for the following two weeks. Occasionally there is a name I don’t recognise, but if it’s someone new they always come with a member of staff who has been before to introduce them.” Another relative told us, “I was given a folder of information which you've got all the telephone numbers and things inside I assume that there was something about how to complain in there.” This meant people and their relatives felt well informed and knew what to expect.

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 told us they had not been always asked about their feedback but felt they had regular opportunities through review meetings to discuss the care and support they received. One relative told us, “We've never had any questionnaires about giving feedback but there's been lots of verbal conversations about how things are going.” Another relative told us, “I think the communication is quite good from the agency for example through emails just letting me know things and newsletters. Overall, I think communication is very good.”

The provider ensured people could access the care, support and treatment they needed when they needed it. Care was delivered flexibly and responsive to people’s changing needs. One relative told us, “[staff] have been so brilliant with us around being flexible, for example if we need extra care calls.” Another relative said, “My mum has just been in hospital and since she came home, we increased her care to twice a day rather than one visit, and they were able to put that in place straight away following her discharge.” This meant people received timely, responsive care that supported continuity and reduced the risk of delays when their needs changed.

Staff and the registered manager actively listened to information about people who were more likely to experience inequality in outcomes or experience and tailored care, support and treatment accordingly. Staff told us they worked to reduce barriers to care and provided a wide range of support to ensure people did not experience disadvantage or exclusion. One staff member told us, “I take a client to hair appointments, the chiropodist, the dentist, Christmas shopping, and sometimes just out for a coffee or a meal, or even for a walk to get some fresh air and enjoy nature.” This meant people were supported to access their community, maintain independence, and experience equitable, inclusive care that met their individual needs.

People were not always 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 plans showed and feedback confirmed people had not always have the opportunity to discuss their future wishes. One relative told us, “No, I don't think there's been any discussion about future planning for her care, but I feel confident that they are flexible enough to be able to accommodate any changes as time goes on.”