Hummingbird Homecare Yeovil

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. Care records showed people had been asked about their likes and preferences. Staff told us they put people at the heart of the service and worked around their needs. For example, changes to visits and rotas were made based on feedback from 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 team who knew them well. The care team tried as much as possible to ensure people had continuity of care. People were kept up to date with any changes to planned visits. The service worked with a range of health care professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and staff ensured they used people’s preferred method of communication.

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 regularly asked for their feedback. In a recent survey most people rated the service as excellent all areas. Some people said that staff were late for care calls and in one case different care staff attended the visit. This was being addressed by the provider.

The provider made sure that people could access the care,support and treatment they needed when they needed it. The provider had an on-call system which meant staff could contact the office out of hours and seek advice. Staff told us if they needed to arrange additional care this could be done as soon as possible. For example, if a person’s needs changed, additional care could be provided to meet the person’s needs.

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. All care plans were viewed showed people had planned outcomes. The team promoted inclusive care for everyone.

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. Staff gave examples of how they supported people at the end of their life. People’s wishes were recorded and adhered to. The team received over whelmingly positive feedback from health professionals about how they provided end of life care.