Beacon Home Care Services Limited Also known as Beacon Home Care Services Limited Penrith

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 newly registered 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.

Care plans were seen to be person centred, and people and their families were consulted about any changes needed to the care plans.

People were supported by the same, consistent team, meaning staff understood people’s needs and preferences well, and care was delivered in line with their choices. A relative told us, “[Staff] respect the fact that [relative] decides whether they want a shower or not.”

Food choices appeared simple but flexible, with staff mainly preparing microwave meals and snacks based on what people wanted and what relatives had provided.

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.

We found visits were organised to ensure continuity of staff wherever possible.

People spoke positively about continuity of care. Relatives said there was a regular group of staff supporting their family member, which was particularly important for people living with dementia or receiving intimate personal care as this helped people recognise and communicate more effectively with staff.

People and relatives also described staff as experienced and professional. Relatives supporting people living with dementia felt communication was handled appropriately and sensitively.

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

People were provided with information about the service and what they should expect from staff in the service user guide.

Care plans recorded people’s communication needs and there was evidence of staff supporting people with their communication needs. For example, staff supported one person’s communication needs by writing things down for them due to hearing loss.

A family member said they were “happy with the communication from the company”, explaining they received a monthly update email from the registered manager.

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.

Most relatives said they felt involved in care discussions and communication from the service.

A family member said the company checked in regularly and reviewed whether the care remained suitable for their relative.

Families told us they received questionnaires twice a year, to feedback to the company and confirmed they knew how to raise a complaint if required.

Most relatives stated they had not needed to complain because they were satisfied with the service. Several people said they would feel confident approaching the company, supervisors or management team if concerns arose. Communication with supervisors and office staff was described positively overall, with the registered manager in particular frequently praised as approachable, supportive and responsive.

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

Initial assessments undertaken by the registered manager demonstrated whether or not the service could meet people’s needs.

People had appropriate aids and equipment in place to support their care needs at home.

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.

Relatives described staff appropriately monitoring people’s wellbeing and communicating concerns when needed. Examples included staff raising concerns about mobility problems, medication supplies and supporting people during hospital admissions and discharges.

People we spoke to, and their relatives had no concerns to raise regarding equality, cultural or dietary support.

Overall, people expressed confidence in staff abilities and knowledge.

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.

People had end of life care plans in place where appropriate.

Staff worked with family and district nurses to provide appropriate care for people who were considered end of life.