Home Instead Pocklington & Brough

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 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.

Care was highly personalised and tailored to individual needs and preferences. People described staff as attentive and respectful of their routines and choices. Staff responded quickly to requests and changes, and reviews are inclusive and proactive. People and relatives reported that staff listened, adapted care promptly, and encouraged independence. For example, 1 relative explained, “The rota is there each week on a white board, this was at the suggestion of one of the [staff], [Name] knows not to take the whiteboard down.”

The service’s holistic approach included emotional support and companionship, with care plans regularly reviewed to ensure they reflect current needs. Staff promoted independence and dignity, encouraging people to make decisions about their care and daily activities. A relative told us, “[Name] has very poor speech. They (staff) are very aware they need to talk, so they talk to them all the time. [Name] can do a lot for themself, so [staff] always ask they don’t smother them.”

Care plans were comprehensive and regularly reviewed with people and their families to ensure they reflected current needs. A relative explained, “I’m very confident, because they (staff) all read up about [Name] before they start. They are given notes about it and updates, how [disease] affects people and they are not backwards about asking me about it.”

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.

Care was well coordinated and delivered consistently by a stable team. People valued continuity, with one relative saying, "We have one [male staff member] and [Name] has got used to him. It’s difficult for them, but they do as much as they can." Staff worked collaboratively to ensure care was joined up, identifying gaps and taking prompt action. Electronic systems supported real-time updates, and relatives confirmed they could access care records when needed. There was strong evidence of partnership working with health professionals, for example supporting recovery after a stroke and liaising with GPs and therapists.

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

The service met the Accessible Information Standard and provided information in ways that suited people’s communication needs. Relatives told us they had access to care notes via an app and appreciated written summaries left in the home. A relative said, "We have the app, we do access it, it’s really helpful." People were informed about changes promptly, and staff explained care tasks clearly during visits. The service also produced community guides and newsletters to keep people engaged and informed about local activities.

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 and relatives consistently reported that staff and managers listened to them and acted on feedback. A relative said, "There is always a quick response. You are never left for a week wondering what is happening." Another told us, "Straight away. I’ve not had to do it often. I’ve been so pleased with the care." Reviews were held regularly, and people were asked if they were happy with the service. Staff demonstrated a proactive approach to involving people in decisions about their care, including adjustments for holidays and special occasions.

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

People accessed care and support in a way that worked for them. The service accommodated small packages of care to help people start their journey with support. There was no evidence of discrimination, and staff were sensitive to preferences such as gender for personal care. One relative said, "Yes, we were asked, he prefers a male for showering, that happens." The service was embedded in the local community and offered social opportunities to reduce isolation.

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 experienced positive outcomes and felt respected and valued. Relatives described staff as "wonderful" and "like having one of the family in". People were supported to maintain independence and engage in hobbies and interests. For example, staff encouraged walks in the garden and accompanied people to social events. Outcomes were monitored, and care plans updated to reflect progress, such as recovery after a stroke.

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.

People were supported to plan for future care needs, including end-of-life care. Care plans included risk assessments and best interest decisions where appropriate. Staff demonstrated awareness of changing needs and worked with families to adapt care. One relative explained, "We are changing the care plan, it was perfect and now we are having to change to what [Name] needs." The service maintained regular reviews and contingency planning to ensure continuity of care for the future was well-managed.