Your Own Home Care

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.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 registered manager 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 registered manager was able to give examples of how they adapted and supported people’s changing needs. People, and those important to them, contributed to care planning which contained instructions of how people wished to be supported depending on their preferences, needs, likes and dislikes. This included things people liked to eat and how they wished personal care to be delivered.

The registered manager understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff had worked for the service for many years, and it was evident they knew people well.

One relative told us how important it had been to have such a local provider and how this had supported continuity of care for their loved one.

Relatives told us they had the same regular staff who knew them well and could identify changes to their needs and respond quickly.

The registered manager delivered accurate, current information in formats suited to each person. Care plans were offered in large print when needed, and rotas matched people’s specific requests. Records indicated that people's needs, health conditions, and communication requirements were clearly documented.

The registered manager 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 had commented in satisfaction surveys that they felt included and involved in their care. Overwhelmingly the responses were positive about all elements of the care they received.

People’s communication needs and preferences were documented in care plans, and they also received information about how to contact the service if they had concerns.

Relatives told us they knew how to raise a complaint, but they never had to as the registered manager was very “approachable and personable”.

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 service had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination.

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 had effective systems and processes in place to identify and respond to barriers that could prevent people from accessing services, including communication needs, mobility issues, and sensory impairments.

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. Although no one was receiving end of life provision, the registered manager described how they supported people’s changing and evolving needs and they had a very robust partnership with the local hospice who provided training and support.