Gaia Home Care Ltd

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 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. People's care plans were person-centred and contained details of their likes and dislikes, interests, hobbies and aspirations. A member of staff told us how people's care plans were used to support delivery of person-centred care and support, "[The management team] has an assessment meeting with people and their family members to obtain information about people's care needs. They make sure it is person-centred and unique to each person and ensure [people] are fully involved in their care plan. It then all updated onto the care planning system which is available for [members of staff] to see and read so then I can carry out the care correctly according to the care plan."

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 provider had effective communication links with people and their families, and local commissioners of health and social care. People's care needs were understood and care was provided in line with people's care plans.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Staff understood people’s communication needs and ensured they communicated with people in a way they understood. They adapted their approach according to the person they were supporting and their needs. Members of staff confirmed they listened to feedback from people about the quality of care. One staff member told us, "People will tell me if there's any negative or positive feedback and I will pass it on to [the management team]."

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's religious and cultural preferences were included in their care plans with clear information for members of staff to follow and understand. A member of staff told us, "I find people are always willing to give us feedback on their care often as we check in with them. They are comfortable to know they can approach us with anything at all. It is always passed to other members of staff in our work chat and when we get good feedback for each other, we always pass it on to that person in the work chat where everyone will say ‘well done.’ If there is ever anything a person is concerned about, I always pass it on." The provider ensured good communication and engagement with people and their families. The provider was consistently good in their approach to discussing changes in people's needs and developing creative solutions to overcoming challenges.

The provider made sure people could access the care, support and treatment they needed when they needed it. Members of staff had received training in a range of subjects to ensure they had the knowledge to support people with a range of backgrounds and needs. The registered manager ensured people could access services when they were needed including out of normal hours and in emergencies.

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. People whose support needs changed were provided with flexibility around the length of care calls to ensure all of the required support was provided. Members of staff told us they had received appropriate training to deliver care and support equitably. One staff member said, "I provide care to of the highest standards to each client as I have been trained to do so." Another member of staff told us, “Gaia Home Care Ltd are firm in the belief that individuals’ care needs should be tailored to them as individuals and not what works best for the business. The care packages are built with the individuals, their families and [the management team], ensuring any and all personal touches are included. A great example of this is some people have pets and Gaia Home Care Ltd put in place "paw plans" or "pet plans" tailored to the persons pet’s needs and dietary requirements. Gaia Home Care Ltd received a review from a person’s dog and the person telling us about the "paw plan" that had been put in place. It was a great way of including pets and honouring people’s wishes.”

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's care plans recorded their decision about what to do in the case of an emergency and if they required resuscitation. This documentation helped health and care professionals understand people’s wishes for future support. People who received care and support were not on end-of-life care pathways and there was no specific information in care plans about what to do in the event of people dying.