Harbour Lights Community Support

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 79 (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 was exceptional at making 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 at the heart of their care and support. Care plans were person-centred and focused on people as individuals. People, and their relatives, were kept updated about the care and included in all decision making. When asked if they had seen their care plan, one person told us, “I have, actually. There’s a book on the table and they (staff) write in it, what they’ve done, what I’ve been like, what I’ve eaten.” A relative described, “When we have a review of care we all get together; it’s excellent. We look at where [Name’s] care plan is, what we could do to improve and so the quality (of care) is upped even further.” A staff member explained, “I think the care plans are really well detailed and we get a really good picture of the [people]. Staff put in as much as possible in daily notes. it's not just about turning up. It's in the notes that tasks have been done and that makes it easy to follow. We're at one. Everyone is there for each other to give people the best lives, or their best end of live, possible.”

Staff were responsive when people required care outside of their planned care calls. For example, supporting one person, and their relative, when they had got lost.

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 received continuity of care from regular staff who they knew very week. One person told us, “It’s a personal thing when someone comes into your home, trust is involved, so I am pleased to be with Harbour Lights.”

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

The service provided information in line with the Accessible Information Standard. A detailed service user guide was issued to everyone who received care. The provider also included useful information such as ‘how to take care of your teeth’, ‘six exercises for staying steady’ and ‘seated exercise activity for seniors’. The recently installed electronic care planning system allowed people, and their relatives where appropriate, to access their files. People received a rota each week which told them which staff would be attending.

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.

Regular six-monthly surveys undertaken with people, relatives, staff and professionals. These were wholly positive, so further analysis hadn’t been undertaken. However, the provider always reviewed these to check and consider improvements. The provider was considering more ways to seek feedback in the future. People told us they felt confident to complain, but all stressed they were entirely happy with their care.

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

People experienced equity in accessing the service and their care and support. People knew who to contact in an emergency. Staff had appropriate access to out of hours support.

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 experienced equity in achieving their goals and outcomes. People felt the provider was genuinely interested in their views and took them into account.

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.

People were supported to plan for their end of life, where they wished. The registered manager told us about a person who had been supported at the end of their life. This person’s family had mentioned every staff member by name at the eulogy and had said ‘We’re like family’. Contact had been maintained after the care had ceased with family members regularly ‘popping in’ to visit the service. This had helped the family and staff through the grieving process.

End of life care plans were developed with a high level of detail to ensure people received support exactly as they wished. For example, one person’s daily routine included guidance to staff such as ‘When giving [Name] a wash, explain in stages which part of their body you are giving personal care to’. Staff received end of life training and were supported by the provider when delivering end of life care.