Hillingdon Shared Lives

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 service met people’s needs.

The last rating for this key question was 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.

People received person-centred care which met their needs and reflected their preferences. They lived individually or in small groups in a family setting. They and their shared lives carers confirmed they felt valued, and their individual needs were met. Shared lives carers told us people had the same rights as all members of their households, inviting guests, enjoying hobbies and joining them for family gatherings, holidays and activities. Comments from shared lives carers included, “It is about their needs. About them. We love to see them smiling”, “We provide information, respect differences and offer assistance when needed” and “It is very rewarding to share our home with a person and see them settle and gain confidence.”

Comments from relatives included, “[Person] has personalised care. It is all about [person]. They give [them] any assistance when needed”, “All care needs are met. They help [person] have self-pride” and “[Shared lives carer] is so good. [They] take [person] bowling, play on electronic games with [them]. Anything [person] wants.”

The provider supported people to receive joined up care from different services. People were supported to attend healthcare appointments, adult education classes, jobs and other social activities. The shared lives carers acted as advocates and helped people to organise and plan their care.

The provider made sure people using the service and shared lives carers had the information they needed about the service and other important services. Staff organised regular meetings, provided newsletters and shared information through emails and electronic messaging applications.

The provider considered people’s communication needs. There was clear information about how each person communicated. When possible, people were placed with shared lives carers who spoke the same language as them. Shared lives carers had undertaken training to understand about different ways to communicate, including through Makaton (a type of sign language), using communication devices and using pictures and social stories.

Information about the service was available in a range of formats, different languages and easy to read guides.

The provider listened to and involved people using the service and shared lives carers. They had regular individual and group meetings. Shared lives carers told us there were good systems for communication and they felt listened to.

There was an appropriate complaints procedure, and this was available in easy-to-read format. Everyone told us they knew who to speak with if they had concerns or a complaint. Comments from shared lives carers and relatives included, “They are responsive and approachable”, “Our views are valued” and “I have no concerns or worries but know what to do if I had.”

The provider supported people to access services and found ways to overcome barriers. For example, 1 person, who did not speak fluent English, was applying for immigration status. They did not understand all the information and things they needed to do. A shared lives carer who spoke the same language helped to translate and advocate for them. Another person told us how the shared lives carers had helped arrange their pension. For a different person, the shared lives carers helped to arrange specialist transport.

The provider supplied all shared lives carers and people with a directory of useful numbers and services. These included crisis centres, specialist services for autistic people and people with a learning disability and counselling. A shared loves carer told us that when they had a query, staff supported them to access services they had not previously been aware of.

The provider ensured people had equity in outcomes and experience. They had procedures about equality, diversity and human rights. Staff and shared lives carers were trained to understand these.

People’s diverse needs were assessed and care plans reflected these. Staff supported people to review their care to ensure this remained appropriate.

The provider produced regular staff updates and newsletters which featured articles raising awareness of diverse needs.

The provider supported people to plan for the future. Shared lives carers worked with people to discuss personal goals and things they would like to do. A professional told us about a person who had been supported to move from shared lives accommodation to their own flat and to attend further education. They said, “This would not have been possible without the work of the shared lives scheme.” During annual reviews, future plans were discussed, and people were able to contribute their ideas and wishes.

Relatives and shared lives carers told us how people had developed independent living skills. With 1 relative telling us how the service had helped to “broaden the horizons” of the person.

Some people using the service had become unwell and required palliative care. Shared lives carers had worked closely with external professionals to make sure people had the best care and were comfortable and pain free at the end of their lives. The registered manager told us about 1 shared lives carer who they said had been ‘’brilliant’’ leading on all the care interventions and planning to ensure the person received personalised support and felt safe and loved.