Harborough Home Care Limited T/A Bridgewater Home Care - Harborough Also known as Bridgewater Home Care - Harborough

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 79 (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 was exceptional at making 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’s commitment to a core team of staff delivering support and care ensured people were at the centre of the care provided, enabling staff to develop positive and trusting relationships with people and their relatives. Relatives spoke warmly of the relationships and of the impact on them. A relative told us, “When we started with Bridgewater Home Care it was mainly for companionship for her, and respite for me. This has now morphed into personal care; she knows and trust the staff. The staff don’t rush which is what would happen on a half hour visit, they do a full one hour visit so that they can stimulate her and talk to her about her interests.”

People’s relatives spoke of the exceptional response which demonstrated the commitment of staff in putting both them and their family member at the heart of the service. A relative told us, “I telephoned Bridgewater Home Care one evening as my family member wasn’t answering the phone. I’d panicked thinking the worst. Staff went straight over and my family member had accidentally unplugged the phone; it was such a relief.” Whilst another relative provided a further example, they told us. “The managing director is very good; he goes over and beyond. When we were scammed, he came straight out to the house as we were panicking and in distress. He helped with our computer. He was there for hours sorting it out. He took us to the bank and supported us in reporting the scam.”

People’s care plans fully reflected their physical, mental, emotional, communication and social needs. People who used the service and close family members were regularly involved in planning and making shared decisions about their care, so it was centred around them. A relative told us, “My family member has just been diagnosed with dementia, so their care plan is changing, and her care visits have increased.” Relatives we spoke with confirmed that whilst they did not require any support in meeting their religious needs, this had been discussed with them and support offered.

Staff provided examples of how communication styles were adapted to meet people’s needs, in support of their wellbeing and independence. For example, a person was supported with post it notes and prompt cards within their home, and staff used photo albums to help with memory loss and prompt conversation. A member of staff told us, “I use books, puzzles, crosswords and other memory aids such as photos to support people with memory loss and engage in meaningful conversations.”

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’s relatives confirmed they received the support and care they paid for, and that they received continuity of care from a core team of staff who were reliable, overseen by a management team who were committed to providing good quality care.

Most people’s relatives told us they had retained the responsibility for booking appointments with health care professionals. However, in some instances staff did support people to book and attend health care appointments. Staff told us they supported people to attend hospital, optician, doctor and hearing clinic appointments.

The provider and staff worked well with healthcare professionals, and others involved in people’s care, to ensure people received continuity of care from everyone involved. This included support and contact with health care professionals.

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 to support them in decisions relating to the care, health and well-being, which included information in how to put into place advanced care plans, which required the involvement of health care professionals.

The registered manager as part of the initial assessment gained people’s consent as to what, if any information could be shared with others, including family members and health and social care professionals.

A document titled ‘data protection agreement’ document which outlined the provider’s committed to protecting the privacy and security of personal information in line with the General Data Protection Regulation (GDPR) and Data Protection Act 2018.

The provider was aware of the Accessible Information Standard and where required was able to provide information in a format which was reflective of people’s needs.

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.

People’s relatives confirmed they were provided with opportunities to provide feedback, including how to raise any concerns or issues. People felt confident any concerns would be taken seriously and responded to appropriately. A relative told us, “The registered manager or managing director would sort immediately any concerns. They contact us personally by telephone, so we hear things first hand.” Another relative said, “The registered manager is always at the end of the phone and very prompt to sort any queries, especially by e-mail.”

Records showed concerns or complaints were listened and responded to in line with the provider’s policy and procedure. Complainants were provided with an outcome of the investigation, along with information as to the action taken in response. Documents evidenced people had both acknowledged and welcomed the outcome of their complaints and concerns, and accepted the apology provided.

People’s views as to the quality of the service were sought through regular face to face meetings and the sending out of questionnaires. A relative told us, “We filled in a questionnaire and said everything was great.” Another relative said, “We did a few surveys a few months ago and we get e-mails, telephone calls and review meetings.”

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

Staff’s availability to work was identified during the recruitment process and kept under review to ensure there were sufficient staff at the required times to meet the needs of people, to provide a safe and effective service. Office based staff kept under review the needs of people, and where changes were needed to a package of care, consideration was given to the availability of staff to meet the increased need.

The management team provided an out of hours service to ensure people, their relatives and staff had access to support and guidance. A relative told us, “I ring at the weekend and the managing director answer and acts straight away." A member of staff told us, “There is always someone to answer the phone if you need them for support, you never have to wait long.”

The oversight of the electronic monitoring system enabled the management team to respond to any delays in scheduled care visits and contact the person to inform them of any delays. We observed how office-based staff responded to a member of staff who was unable to attend work due to ill health, and how staff responded to requests to change their working pattern to ensure the requirements of people’s packages of care were met.

The provider had contingency plans in the event of an emergency. For example, staff absence, bad weather and medical emergencies to ensure care was never missed.

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.

People’s relatives told us they and their family member were treated equally. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that could affect people’s needs being met. Staff were aware of specific groups which were more likely to experience prejudice.

The provider targeted its resources and time in promoting and maintaining equality, diversity and inclusion across the service, facilitated by the management team who made referrals for assistive technology and liaised with health care professionals where required.

The registered manager referred to resources which were available to support equality, which included the Race Equity Reference Group funded by Skills for 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.

At the time of our assessment staff were not providing support to anyone with end-of-life care. Staff however were aware of the provider’s end of life policy, and a member of staff said they had been involved in the care of a person with end-of-life care. The staff member talked positively about the experience, saying there were clear lines of communication, the district nurse had been involved, and the manager had been supportive sensitive and considerate.

As part of the assessment and referral process, information was shared as to any known wishes expressed by the person regarding treatment in the event their health deteriorated, which had been recorded on a ReSPECT document or DNACPR (a document which records people’s advanced wishes should they stop breathing).