Archived: Promedica24 Homecare (Blaby and Lutterworth)

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 were supported in a person-centred way. People, and their relatives where appropriate, were involved in planning their care and care records reflected their preferences and needs. A relative said, “The processes [the provider] uses are very thorough and very professional, from the first visit by [manager] to all the hours [registered manager] has spent on [person’s] care plan.”

Staff spoke confidently about people as individuals and demonstrated a good understanding of their likes, routines and support requirements. A staff member told us, “When a person’s abilities fluctuate, this is handed over and written on the App, as well as on the person’s notes. This can happen quite often, for example, 1 person was noticed to be too weak to stand up when being helped dress, so it was in their notes that they said they preferred to be on the bed when being dressed until they regained their strength.”

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 worked effectively with other professionals and services to make sure people received coordinated and continuous care. Staff liaised with GPs, social workers, district nurses and dietician services to respond to changes in people’s health or wellbeing. A staff member told us, “Any observed issues are recorded and reported to the office who will contact the GP or family.”

Where people’s needs changed, care packages were reviewed and adjusted to make sure support remained appropriate and timely.

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

People’s communication preferences and needs were recorded within their care plans. Staff demonstrated an awareness of these needs and used a range of communication methods, including verbal prompts, clear explanations and visual aids where required, to ensure people understood information and were actively involved in decisions about their support. A staff member told us, “I observe people’s facial expressions and reactions very carefully. I show a person various options of food and drink to help them choose.”

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 those important to them were encouraged to share their views about the service and were involved in decisions about care and support. The provider sought feedback through regular contact and maintained open communication with people and their relatives to ensure any concerns or changes were discussed promptly. Relatives told us they felt listened to and kept informed. A relative said, “I did get a call asking if everything was ok [with the service] after about 4 weeks. We have no reason to complain. It’s working well for the whole family, so long may that continue.”

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

People were supported to access the care, support and equipment they needed when they needed it. The provider worked with people, relatives and relevant professionals to ensure care was delivered in a way that promoted independence, safety and wellbeing. Where required, people had access to appropriate equipment tailored to their individual needs. A staff member told us, “People have all sorts of equipment to support them, depending on their needs, tracking hoists; hoists; grabrails and walking frames.”

Care plans reflected people’s assessed needs and the support required to use equipment safely and effectively. This helped to ensure equitable access to care and support, enabling people to achieve the best possible outcomes regardless of their individual circumstances or level of need.

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 regularly reviewed people’s care to ensure support remained effective and helped people achieve the best possible outcomes. People and their relatives spoke positively about the support provided and told us staff adapted care to meet changing needs.

Staff completed training in equality, diversity and human rights. This helped staff recognise the barriers and biases people may face and supported them to respond in ways that promoted fairness 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.

The provider supported people to plan for their future care wishes and preferences. Where appropriate, important information about people's end-of-life wishes was clearly recorded within their care records, including the presence of Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions and details of who should be contacted at the end of a person’s life. This helped ensure staff had access to essential information and could respond in accordance with people's wishes and best interests. At the time of the inspection, the service was not providing care to anyone who was receiving end-of-life care. However, systems were in place to ensure people's future preferences and decisions were documented, reviewed and accessible to staff when required.