Home Instead Warrington & Lymm

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 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.

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 received care and support that was tailored to their individual needs, preferences, goals and circumstances. Care planning was personalised and regularly reviewed to ensure support continued to reflect people's wishes and changing needs.

The provider took time to understand people as individuals before care commenced and maintained regular contact through courtesy calls, reviews and quality assurance checks. People told us they felt involved in decisions about their care and support was delivered in a way that respected their choices and independence.

We saw multiple examples of the provider adapting support to meet individual needs and improve people's quality of life. This included working with a family member to develop an activity plan which enabled the person to continue participating in activities they enjoyed and maintain their independence.

Staff described how they adapted their approach to suit each person's preferences and communication style, and this was reflected in care records and feedback from people.

People consistently described care that was centred around what mattered to them rather than task focused.

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 experienced coordinated and continuous care that was responsive to changes in their needs and circumstances. We saw evidence of the provider working effectively with families, healthcare professionals and community services to ensure people received timely support and experienced positive outcomes.

The provider maintained ongoing communication with people and care professionals. This enabled changes in need to be identified promptly and care arrangements to be adjusted where required. Staff told us they would report any concerns immediately and were confident action would be taken. This was reflected in the records we reviewed.

We saw multiple examples of effective integration with other services. The provider liaised with GPs regarding medication reviews and health concerns, engaged district nurses and urgent response teams when people's health needs changed, and worked with occupational therapists and social care professionals to help manage risk and maintain independence. Where delays or barriers occurred, the provider actively advocated on behalf of people to ensure they received the support they required. The provider identified a person had been discharged from hospital without the appropriate cream. They liaised with the GP to secure treatment and ensure the person's health needs were addressed promptly, helping to prevent further deterioration and discomfort.

The provider worked closely with relatives to ensure care remained coordinated and reflected people's wishes. People and relatives spoke positively about the provider's responsiveness and described the office staff as easy to contact and supportive when circumstances changed.

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

People and their relatives were provided with information that helped them make informed decisions about their care, health and wellbeing. The provider took a proactive approach to sharing relevant information and ensuring people were aware of services and opportunities that could improve their quality of life.

We saw multiple examples of the provider identifying additional support that may benefit people and sharing information with them and their families. This included signposting people to NHS podiatry services, supporting access to eye care, providing information about local dementia support groups and community-based activities, and working with families to explore voluntary sector support. The provider shared information about culturally appropriate services to help ensure support reflected people's backgrounds and interests.

Where family members were involved in people's care, the provider maintained open communication and sought their views on decisions affecting their relatives. We reviewed emails showing the provider regularly shared information about changes in people's needs, healthcare appointments, opportunities within the community and potential sources of support.

Information was tailored to meet people's individual circumstances and support needs. For example, the provider created personalised photo sheets of care professionals for a person who found it difficult to remember names, helping them recognise the staff supporting them and feel more comfortable receiving care.

People told us the provider was easy to contact and responsive when information or advice was needed. Relatives spoke positively about the support received and the provider's willingness to guide them through services and healthcare systems.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People were actively encouraged and supported to share their views and be involved in decisions about their care and support. We saw evidence of a structured approach to gathering feedback, including 24-hour courtesy calls, two-week service reviews, quality assurance touch points and ongoing communication with people and their families. These processes provided frequent opportunities for people to discuss their experiences and influence how their care was delivered.

People consistently told us they felt listened to and involved. One person said they were involved in decisions about their care, while another explained the provider had taken time to understand how they wished to be supported and had respected their preferences. People told us they knew how to contact the office and felt confident any concerns or requests would be acted upon.

We reviewed records showing feedback was used to monitor people's experiences and identify opportunities for improvement. Complaints were investigated promptly, often within 24 hours, and the provider maintained clear records of compliments, concerns and actions taken. Positive feedback gathered through quality assurance processes demonstrated people felt able to express their views openly.

The provider involved relatives in care discussions where appropriate and maintained regular communication with family members, including those living overseas.

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

People were supported to access the services, healthcare and community opportunities they needed to maintain their health, wellbeing and independence. The provider took a proactive approach to identifying barriers to accessing support and worked alongside people, families and other professionals to overcome them.

We saw examples of the provider helping people access healthcare services when they had experienced difficulties doing so independently. This included escalating concerns with GPs, securing district nurse involvement, supporting medication reviews and advocating on behalf of people where healthcare interventions had been delayed. Relatives spoke positively about the provider's persistence and commitment to ensuring people received appropriate support.

The provider supported people to access opportunities within their local communities. We saw evidence of people being encouraged to attend social groups, community cafés and activities that reflected their interests and promoted wellbeing. Where appropriate, the provider identified services tailored to people's individual circumstances.

Staff and management demonstrated a good understanding of the wider factors that could affect people's wellbeing and independence. We reviewed examples where people were supported to access eye care, hairdressing services, community activities and social support networks. The provider worked closely with relatives, to ensure people were able to access the resources and opportunities that were important to them.

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 received care and support that reflected their individual backgrounds, preferences, circumstances and lived experiences. The provider demonstrated a commitment to ensuring people experienced equitable outcomes by taking the time to understand what was important to them and tailoring support accordingly.

For example, one person told us they were struggling financially and did not know how to access the support available to them. They said the provider helped them contact the local authority, access the correct support and recover money they were entitled to. The person told us, "I had no money when I first went to them because I did it all myself. I was recommended Home Instead. Helped me straight away, they contacted the council and got me the right support. Home Instead got my money back."

The provider recognised people experienced barriers and challenges differently and adapted support to help them achieve positive outcomes. We saw examples of staff supporting people to access community groups and activities, working with relatives living overseas to ensure they remained involved in care planning, and providing tailored information and support based on people's individual circumstances.

People told us they felt respected as individuals and staff understood their preferences and wishes. Staff demonstrated a good understanding of the people they supported and described adapting their approach to meet individual needs and preferences.

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 future changes in their needs and circumstances in a way that promoted choice, independence and wellbeing. The provider took a proactive approach to discussing future needs with people, families and professionals, helping to ensure care remained responsive and focused on achieving outcomes that were important to individuals.

We saw evidence of the provider working closely with people and their families to anticipate future challenges and identify solutions that would enable them to maintain their independence for as long as possible. For example, the provider supported one person to consider a move into accommodation that offered greater social opportunities and support while allowing them to continue living independently. The provider worked alongside health and social care professionals and family members to assess risks, explore options and support the person to make informed decisions about their future. The person moved and found they were much happier in the new place.

Care plans and reviews focused not only on current needs but on people's goals, aspirations and longer-term wishes. Regular reviews provided opportunities to discuss changing needs and adjust support accordingly. Staff and management demonstrated an understanding of the importance of early planning and spoke about supporting people to remain at home where possible, including those receiving increasingly complex care and people approaching the end of their lives.