Roster Home Care Ltd - Norwich Office

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• 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; feedback from people confirmed this. People told us their needs were met in a person-centred manner which had positively impacted on their quality of life. One relative said, “[The service] provides peace of mind and has helped [person who uses the service] adjust to life’s challenges no end. [Person] is still as independent as they can be as a result of their help.” Care plans demonstrated people’s needs had been holistically assessed to provide individualised care that met their preferences, routines, and what was important to them.

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. The professionals who provided us with feedback told us the service was good at understanding the needs of people and whether staff had the skills, experience, and training to meet those needs. One said, “The service is very keen to have teaching. Staff have always seemed very responsive to training. I have always found the staff kind and keen to learn and often go the extra mile.” Records confirmed that staff had received training in topics that may affect the group of people the service supports, including in relation to people’s specific and individual needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us this and records confirmed that. For example, people told us they received information about what staff member would be supporting them and when, in the format they preferred. We also saw that information documents were written in plain English and a larger font; they recorded that people could request information in other formats. People’s communication needs had also been assessed and recorded and supplied staff with robust information on how to meet these needs.

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 were particularly positive about this aspect of the service. They told us they felt listened to, informed, and in control of the service they received. They told us the service was proactive in making suggestions and responding to feedback. One relative said, “I feel listened to and they take everything I say into consideration and suggest things I hadn’t thought about.” People told us they had no need to raise a complaint but would feel comfortable in doing so knowing they would be listened to and their concerns addressed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us, and data demonstrated, people received care at the time they had requested and at the time planned, and that staff stayed for the allocated amount of time. People also benefitted from seeing the same small group of staff aiding the continuity and quality of the care they received. One relative said, “The company is very flexible and conscious that we have social needs as well as physical ones. If I need to change a visit time, they will always try to accommodate us.”

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. We saw that staff advocated on behalf of the people they supported to help ensure they received appropriate, effective, and compassionate care. This included receiving tailored training including in relation to equality, diversity, and inclusion.

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. Whilst no one was on end-of-life care at the time of this assessment, we saw that the service had explored with people what was important to them and what they wished to achieve from receiving support. This was often a wish to remain as independent as possible and to continue to live in their own homes. We saw that staff had successfully supported people to achieve this wish.