Amaiva Homecare Services

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.

People’s care plans had a good level of information about how people liked to be supported, for example, ‘female career preferred’ and ‘carers support with transfers.’Information about capabilities which may vary was included and clearly documented as “on a good day I can do this….and on a bad day I will be like this…” A professional told us, “They consistently place their client’s needs at the forefront of their practice and ensure that care plans are followed appropriately.”, Staff confirmed they could access all the relevant information on the digital system via their phone application and could view people’s needs, with one staff saying, “I feel I have all the information I need to provide person-centred care.” Staff told us they were provided with all the necessary training to deliver care to a high standard and felt confident in supporting people safely in their preferred manner. Documented spot checks confirmed that staff talked to people through moving and repositioning them ensuring they knew what was happening and that it was completed safely to their liking.

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 registered manager ensured staff were thoroughly introduced to people so both parties were happy and confident, prior to commencing care visits with them. We saw that a core team of staff were allocated to an individual so there was a high level of continuity in care and a person confirmed “Yes, I have the same staff.” This continuity enabled any changes in a person’s needs or deterioration in health to be identified quickly and then escalated if medical support was required. A professional told us, “People supported by Amaiva are exceptionally well advocated for, and we receive timely and appropriate escalations whenever concerns arise.”

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

The registered manager ensured people were provided with all relevant information prior to the start of any care package and checked for any preferred methods of communication that people had expressed, for example a larger print. A relative confirmed, “Yes we received documentation about their services, also contact via email and telephone.” Care plans evidence any specific communication needs people may have and staff confirmed they were aware of these and changed how they supported people accordingly. Within the care line digital records system is a journal section where daily records are entered by staff completing calls, and families can access this with permission, so can follow during the day, how their loved one is being supported. A relative confirmed, “All daily activities and observations by the team are reported in the portal.”

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.

The registered manager told us that people were given a handbook at the start of the care package which included full information on how to raise a complaint and had a complaints policy in place which all could access. There had been few complaints made, but when there had been they followed their own internal procedures and addressed any concerns raised in a timely manner and issued an apology where appropriate to do so. Regular reviews on people’s needs were completed by managers carrying out visits to people’s homes which also gave an opportunity for feedback. The registered manager confirmed they arrived before the care staff to allow for freedom of speech from people but also completed spot checks on staff performance and visual competency assessments, which gave an additional opportunity for comments and feedback. The registered manager gave feedback surveys to staff, people and relatives enabling a chance for communication of views and opinions. The registered manager took notice of any expressed communication methods, and in relation to surveys and questionnaires a relative told us, “I prefer the carer to discuss any issues and not a tick box paperwork.” Changes had been implemented following any identified concerns or ideas.

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

The service operated an out of hours on call system so that people and families could access support at any time they required advice or guidance. The registered manager knew how to access emergency support and specialist advice when people needed extra input with their care needs and ensured staff understood the steps to take if needing to contact partner services. Staff supported and accompanied people in accessing healthcare treatment when required, whilst encouraging individuals to be as independent as possible.

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.

The registered manager and staff advocated for people and families on occasions when there may be extra need or challenges being faced. For example, when a person was in hospital staff attended the hospital to make sure the individual remained safe and supported during this time, where they liaised with NHS staff to ensure the best outcomes for that person. We heard from a relative who told us, “Although my loved one is unable to make decisions independently because of their condition the staff always respect their dignity and involve the family appropriately in decisions about their care.”

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 were informed if people had made any advance decisions, and if they had a Recommended Summary Plan for Care and Treatment, ReSPECT, form in place which detailed their preferred treatment should they be unable to communicate their wishes in an emergency. The registered manager confirmed there were enough staff within the team that had completed appropriate End of Life training, so they understood how to ensure people were kept comfortable during that important time. The service liaised with community nurses who provided specialised clinical care in those circumstances