Right at Home Lymm and Warrington South

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. 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.

Families and people using the service confirmed the service was very "person-centred.” They told us their individual preferences had been recorded in care plans and were acknowledged and respected by the staff team. We found care plans gave a detailed summary of the people’s individual preferences around how their support was delivered. This person-centred approach extended to involving people in developing and reviewing their support plan. People were invited to comment on the level of person-centred support they received through care plan reviews and quality assurance documentation. This evidenced person-centred care was promoted.

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.

Staff received up to date information and people’s progress was regularly recorded. Systems were effective in ensuring accurate information was available to support people effectively.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider supplied appropriate information in formats that were tailored to individual needs. People and their families told us they had good communication with the service. People confirmed they received the information they needed to make informed judgements and influence their support. The provider also utilised social media to report on local community events the service had been involved with as well as providing advice for the wider public.

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 their relatives told us they knew how to make a complaint and had access to the provider’s complaints procedure. Complaints records were maintained with details on how the complaint had been dealt with and any actions put into place to address the concerns raised. Staff told us they felt comfortable to making suggestions to improve the service. The provider had systems in place to enable people to share feedback and ideas, or make compliments about their care, treatment, and support.

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

People received the same assessment and care planning process to identify their individual t needs and the support they required to maintain their wellbeing. There were regularly reviewed to ensure they continued to receive the right support.

People and staff had mixed views about whether visits took place on time. Most calls took place at the agreed time or slightly earlier. Some people who were visited in the evening said staff were sometimes late while others told us they did not experience any delays. Staff told us that while they were able to attend some visits on time, there were delays in starting others. This had been recognised by the provider who was looking at solutions to improve equity of experience for all.

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.

The provider had considered the demographics of the local area to understand the cultural or religious needs of the people. Staff had attended training in Equality and Diversity which enabled them to identify those groups of people who potentially could experience inequality in care. Care plans outlined the cultural backgrounds of people including their ethnicity and spiritual beliefs. People's care plans followed a consistent approach to identify their individual needs and they should be met.

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.

Some people were approaching the end of their lives. Their wishes for their future care had been discussed with them and those important to them and recorded in their care plans. A professional partner agency told us, “The service continues to work well with us providing fast responses and implement care appropriately.”

Where applicable, some people had ‘Do not attempt cardiopulmonary resuscitation’ (DNACPR) decisions in place, and these were recorded in care plans for staff to reference. Some people wished to remain living in their own homes and told us the care they received supported them to do this.