Gem Homecare 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 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.

Staff said people were absolutely at the heart of the service. Staff fully understood the principles of person-centred care and how to apply this in practice. Staff were committed to developing a caring and trusting environment and treating people with compassion, dignity, and respect. Staff spoke confidently about how best to support people and knew what was important to people. The registered manager and staff team put care plans in place, and these were very detailed, and person centred. They gave a thorough overview of people's support needs and how best to support them in any given circumstance.

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 had received training in equality and diversity. They were aware of the key principles and told us it was important to them to treat each person as an individual.

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 had received training in equality and diversity. They were aware of the key principles and told us it was important to them to treat each person as an individual.

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 supported to express their views and make decisions about their care and support. Comments included, “The company is well organised and led. The staff are committed and always do a great job.” Another person said, “I can’t speak highly enough of them. The manager is great, company well run and office staff so helpful. I have no complaints and would recommend them.”

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. Complaints were reviewed to look for trends and where appropriate changes were made to improve the service

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

Staff supported people to contact health professionals such as GP’s or speech and language therapists if this was necessary. They followed professionals’ advice to help make sure people were supported safely.Staff ensured that people's care records reflected the involvement of healthcare professionals and the outcome of appointments.

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 and manager were aware of inequalities that could affect people’s outcomes and tried to make sure this was addressed. Staff were passionate about improving people’s lives while protecting their right to live in safety.

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.

The manager conducted appropriate assessments and talked to people about their preferences about their future care. Where appropriate and in line with people’s specific needs, an end-of-life pathway was included in their care plan. This pathway was developed in consultation with the individuals themselves, if they were able, or through a best interest process involving their families and professionals.