Vestra Homecare Hartlepool

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 the last inspection we rated this key question good. This was 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 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were 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 and their families described staff as kind, respectful, and attentive to their individual needs. Care plans were tailored and regularly reviewed with input from people and their relatives. Staff demonstrated a strong understanding of people’s preferences, routines, and communication needs. There was a clear culture of going above and beyond, with multiple examples of staff supporting people to achieve personal goals, such as attending family events or regaining independence. Staff were described as “fabulous” and “smashing,” and people said they felt safe, respected, and well cared for. This was supported by feedback from professionals and relatives, who praised the service’s responsiveness and commitment to individualised care.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they were asked about their preferences and felt their views were respected. One person said, “I have a care plan that was discussed with me and agreed,” and another told us, “I am very involved with reviews of my care plan.” Relatives also said they felt listened to and that their suggestions were usually acted upon. One relative said, “The company have listened to everything we have suggested and acted on it.” Another told us, “The carers know my [relative] well and do things in the way that they wish them to be done.” Staff told us they encouraged people to express their views and preferences during care calls and shared this information with the office when changes were needed. One staff member said, “We are asked for feedback during appraisals and team meetings, and our suggestions are taken seriously.”

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 and ways they could understand. Communication plans were in place. Staff told us they had information about, and understood, people’s communication needs. People and their relatives told us they knew how to contact the office and were generally kept informed about their care. One person said, “I have the office phone number in case I need to call them,” and another told us, “If I have any complaints, I know that I can call the manager.” The service used digital systems to support communication with families. For example, one relative said they appreciated being able to monitor their family member’s digital care record online. This helped them feel reassured and involved in their loved one’s care.

The service 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. People and relatives felt the registered manager and staff listened to them and acted on any concerns. The management team appropriately responded and resolved any concerns that were raised. A person said, “The staff are really good and I can honestly say if I needed to raise anything it would be sorted straight away.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. People told us they were able to receive care that met their needs. The service supported people with a wide range of needs, including those with complex health conditions, mental health needs, and learning disabilities. Staff were trained to support people with specific needs, such as PEG feeding, end-of-life care, and alcohol dependency. One relative said, “My relative has a complex medical history, and every one of the carers that come in to help have been amazing.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The service demonstrated a strong commitment to ensuring equitable experiences and outcomes for all people. Staff were trained in inclusive practices, including supporting people with protected characteristics such as LGBTQ+ identities and those with complex needs. People from diverse backgrounds, including those with mental health needs, learning disabilities, and substance misuse histories, received tailored support that promoted dignity, independence, and wellbeing. The service proactively addressed barriers to care, such as communication difficulties or social isolation, and worked in partnership with families and professionals to ensure fair and consistent outcomes. Staff were described as “angels” and “life-changing,” and relatives reported that the service had made a significant difference to their loved ones’ quality of life.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Care planning was comprehensive and person-led, with regular reviews involving people and their families. Staff supported people to regain independence, access the community, and prepare for transitions, such as moving into residential care. There was a strong focus on reablement and goal-setting with examples of people achieving significant improvements in health, wellbeing, and confidence. End-of-life care was delivered with compassion and sensitivity, with staff providing emotional and practical support to people and their families. The service’s approach to future planning was holistic, inclusive, and responsive to changing needs.