Help at Home Care

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.

People told us they were happy with the care provided. A person said, “I feel able to change appointments when needed and the service is flexible around my needs.”

People and relatives were involved in care planning with regular reviews to ensure information was kept up to date. A relative said, “When [relative] needs changed [registered manager] acted quickly and appropriately.”

Staff were passionate about providing person-centred care. A member of care staff said, “We have sufficient time to do care. It’s not just about physical care, its emotional. I have time to sit and talk to people.”

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.

People were supported by a stable staff team. People and care staff told us that before providing care to a person care staff did a shadow shift for that person. A member of care staff described this as “Really good as person had met me before I provided care and good for me as I knew what they needed.” This supported continuity of care.

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

The service provided information and advice that was accurate and up to date.

People were provided with information in formats they could understand. Some people chose to have their relatives receive information as well as, or on behalf of, the person, which was honoured. We received positive feedback from relatives about the quality of communication from the registered manager and the staff 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 and their relatives understood how to give feedback, share ideas or complain about care, support and treatment if required. People told us they knew the registered manager and could talk to them. One person told us, “I feel listened to and involved in decisions about my care.” Another person said, “The management are approachable and easy to contact.”

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

People and their relatives described a service which supported people to access care when they needed it. A relative said, “Even if its short notice [registered manager] always does everything they can to make sure there is a visit put into place.”

People described a service where timing and reliability was “Very good” and “Never an issue.”

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 registered manager and care staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers, or delays and protected people’s rights. The registered manager completed regular care reviews to ensure people’s care continued to meet their needs. The provider had policies, training and systems in place to encourage people and care staff to speak up about equality and diversity. There was a whistleblowing policy in place encouraging people and staff to speak up.

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.

Care plans were reviewed and updated regularly to ensure they reflected any changes in individuals’ needs, preferences, and circumstances. This process included seeking and documenting people’s desired outcomes of care. People’s decisions and choices were respected, with care staff actively supporting people to maintain autonomy and control over their care.

Where people wished to explore their end-of-life care preferences, this was recorded in their care plans. Individual requests had been explored, for example a person had requested to have flowers in their room.