Dale Care - Newcastle (Extra Care/Homecare)

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 service met people’s needs.

This is the first inspection 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. Person-centred information was collected about people's religion, likes, dislikes and any cultural preferences. Care records were detailed and provided information to help ensure people received person-centred care. A staff member told us, “Everyone in the building [extra care] has different care plans, every person is an individual.” People and their relatives told us staff knew people’s needs and responded to any change of their needs. Their comments included, “The carers discuss [Name]’s needs most days. The carers will phone if they arrive and [Name] is not at home” and “Staff are very good, [Name] is slow with movement. The carers are very considerate, they are aware of [Name]’s needs and work at their pace.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff were introduced to people before they started providing care and support for them, in order to understand people’s individual health and care needs. A staff member told us, “As well as the office briefing, I will do an extra briefing with my colleague, when I know which staff member is working with me on a double call, to tell them about the person’s needs.” People received care and support from a group of the same care staff which enabled continuity. A relative commented, “We see the same staff, we know all of them.”

Staff at the service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats, depending upon individual need. People’s care records contained communication care plans which contained guidance for staff of how people communicated to promote their involvement in decision making.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service had a system in place to seek feedback from people and their loved ones. A relative commented, “[Name]’s care is discussed regularly.” People and relatives told us they were aware of the complaint's procedure. A relative commented, “I have never had to make a complaint, I would go to the manager if needed” Another relative told us, “I contact the office to pass on any concerns I may have.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. There was an out of hours system in place for people to be able to call on if they needed support. A person commented, “I contact the agency during the night if I need and ask for an early call, they [staff] will rearrange and sort out an early visit for me if they can.” The service worked with other professionals to support people and to ensure they had any equipment they needed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A person commented, “Staff have time to talk. I can get emotional, they will sit and chat with me, make me feel better.”

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. Where wishes for future care had been discussed, this was detailed within people’s care plans to ensure those wishes were recorded. Where people or their relatives did not want to discuss this with the service, then this was recorded.