Homecare Plus Limited

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.

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 71 (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.

The provider had systems in place to ensure people were involved in planning and reviewing their support, as much as they were able and wanted to be. The provider was continually updating care plans to ensure they fully reflected people’s needs and what was being delivered by staff. Relatives, and those important in people’s lives were involved in planning. A relative said, “We were included in what we wanted staff to do, so happy with that.”

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. The provider’s ethos was to ensure people received the same care from the same staff consistently. This enabled people to receive care from staff who knew them well. On occasions this had not always been possible, due to sickness or holiday, but people understood this. People confirmed staff worked well with other healthcare professionals when this was needed, including GPs.

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

Information was available in a variety of formats in a way people could understand. Communication plans were in place. Staff effectively supported people to fully express themselves.

Relatives said communication overall was good. We did receive some feedback in which relatives said they had not been responded to promptly when they had contacted the provider’s head office. We shared this with the management team to address.

The provider made it easy for people and relatives to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care. There was a suitable complaints procedure in place and any complaints or concerns had been investigated and responded to. Relatives felt they would be listened to if they had cause to complain. A relative said, “It is definitely well run and a good service.”

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

The management and staff teams understood the needs of people with physical and mental health needs and tried to ensure there were no barriers to people receiving any additional support they required. Staff contacted external health professionals such as GP’s or district nurses, when needed. It was confirmed they followed professionals’ advice and guidance.

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.

Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. Management worked hard to make sure there was a zero tolerance to any form of discrimination which ensured people lived their lives free from harassment.

People and their relatives 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. We were not made aware of any person receiving end of life care, but the provider showed confidence in how they would support people, should this be needed in the future.