CCS Home Care Services (Hillingdon)

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

We assessed a limited number of quality statements in the responsive key question and found areas of good practice. The scores for this area have been combined with scores based on the rating from the last inspection, which was good.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 and relatives felt able to raise concerns in relation to the care provided and they told us they felt staff listened to them.

People’s care plans identified their preferred name, language, religious and cultural backgrounds with guidance for staff on respecting the person’s beliefs. The information identified if any of the personal preferences had to be considered when care was provided such as gender of staff who visited and dietary requirements.

Staff completed training on equality, diversity and inclusion which also covered people’s human rights.

The provider carried out regular checks of the service and documents to ensure they reflected the processes and actions undertaken to reduce inequalities. The checks included if surveys enabled people to indicate if they felt discriminated against and if care plans indicated people’s language, cultural and other protected characteristics.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.