Darethealthcare UK Limited

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

Good: This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 told us that carers were always on time and knew them very well. People and family members were involved in care planning, which was reviewed annually or at times of change. People told us that carers were not rushed and spent quality time with them and one person told us “Yes, I am looked after the way I want to be”.

All staff told us they ensured that people were cared for in the way they preferred and they focussed on the person, not the condition. The provider ensured updates to people’s care was sent to staff by an electronic communication system.

The manager said people were at the heart of their care and they were regularly communicated with regarding the care that they received.

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.

Communications between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required. Both care staff and the manager told us how they would support people by communication with other healthcare providers and other services such as hairdressers and chiropodists.

People told us the care they received was consistently caring, compassionate and professional. People’s social interaction was also important to the provider and where possible they facilitated access to local social groups.

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

People told us that the service would phone them to pass on information or care staff would speak with them directly.

The manager told us they knew all of the people that carers supported and ensured that they also visited people and supported them beyond their requirements with daily life tasks that were not always care focussed. For instance, supporting the person to have a new smart meter installed at their home.

People who were supported by the service had access to their care plans and were involved in their creation. At the time of inspection, no people required support with reading and people were able to access copies of the care plans that were tailored to their needs that were kept at their homes. The provider told us they were moving to an electronic system that was accessible to people and their families. This meant people and families would be able to access daily notes and care plans online. Care plans documented people’s life histories, how people liked to be addressed and how they liked to be supported.

The provider always 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 told us they knew how to make complaints but had no need to make them.

The provider had a 24-hour phone line so people could make contact when they needed and in emergencies.

The manager told us that people were asked to complete an annual feedback form with set questions and the provider also carried out a staff survey each year. We saw a log of complaints that had been made which showed complaints made were investigated and the action taken as a result.

However, we saw concerns raised on a feedback form by 1 person about a carer and no action had been recorded. A later feedback form from the same person showed similar concerns about a different carer, but this time the issue was investigated, and action was taken, which led to a positive review from the person.

The provider ensured people could access the care, support and treatment they needed when they needed it. Staff attended timely on their allotted visits and this was monitored by an electronic monitoring system that showed when staff arrived and left the persons home.

The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them.

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.

Staff treated people equally and without discrimination. People and family members were positive about the care and support they were receiving.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

At the time of inspection no one was receiving end of life care. The manager told us should end of life care be required this would be provided in line with the person’s wishes. We did not see any records in peoples care or support plans on Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) which means if a person's heart or breathing stops, healthcare professionals will not perform CPR. We did not see any end-of-life plans for people.

We saw a staff survey where staff responded negatively when asked if they had received training or that people had end of life plans in the staff survey. However, some staff told us they had supported people previously at end of life and were given training and because of feedback to the provider. We saw that some staff had completed training in end of life care.