GoodOaks Homecare - Epsom and Reigate

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 ensured 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 plans were personalised and detailed daily routines specific to each person. Staff were able to explain the support people needed and what was important to the person. There were detailed care records which outlined individual's care and support. For example, personal care, medicine, health, dietary needs, emotional needs and mobility. Any changes to people's care were updated in their care records to ensure that staff had up to date information. A relative told us, “The staff are very nice and very hard working. If ever I go in, they have tidied up and cleaned up, and her bed is made beautifully.” Another relative left the following online feedback, ‘I truly appreciate the personalised care they offer, which makes a significant difference in improving quality of life.’

Comments fed back from people and relatives included, “They (staff) identify issues and recommend pragmatic solutions. They overcome any challenging circumstances and often go the extra mile” and “From the start, their team has been professional, helpful attentive, always willing to go the extra mile.”

Staff told us that with the right support, things that other people enjoy with ease could be accessed. An external professional told us, “I can confidently say that GoodOaks Homecare – Epsom and Reigate consistently operate to an exceptionally high standard and distinguished themselves through their professionalism, responsiveness, and patient-centred approach.”

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.

Leaders involved people’s families to ensure information was shared and everyone had an opportunity to input. Where there were challenges in care and support these were identified promptly and shared with relevant others to engage support. This included both external professionals and internal staff. This meant care was regularly reviewed and adapted to ensure it met people’s assessed needs. A relative fed back, “From the outset, the manager and the team demonstrated exceptional interpersonal skills, quickly establishing a rapport with my mother, who was initially resistant to accepting help. GoodOaks’ reliability and flexibility have been outstanding.”

People were truly recognised as individuals and valued in what they were already and could potentially achieve. People were supported by a consistent staff team who knew them well and had received training in their individual support needs. Relatives fed back, “It’s a consistent staff team. There are 4 or 5 in total. [Registered manager] will book staff in in blocks wherever possible” and “They try to keep it consistent. They give us a weekly rota in advance which is helpful and it’s usually the same people. If there has been a change in staff, [registered manager] has met them and briefed them of Dad’s needs before they come to the house.”

People had the tools to ensure they could communicate with staff and express their choices and wishes. Care plans gave specific information about how people communicated. Staff supported people at their own pace to be motivated to lead full and active lives. People were supported in participating in domestic activities they may not have undertaken for some time including meal preparation. One external professional told us, “They demonstrated a clear understanding of individual patient needs, including mobility, vulnerability and emotional wellbeing, and their approach reflected genuine person-centred care.”

The registered manager told us of ensuring the quality and continuity of care, “It’s going though and double checking the notes. I have asked staff to write more detail and compare that with the care plan. I will call the clients to see if staff are doing what it required. I will review the care plan and remove things if the client is able to do that themselves.”

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

People’s care records were electronically stored, and were accessible to staff, people who use the service and their relatives via an ‘app’. People and relatives were also given access to a secure online portal where they could receive and share information. One relative told us, “You get in touch with the management at any time (using the portal). They respond practically immediately.”

In relation to sharing information in alternative formats the registered manager told us, “It’s making sure whatever their needs are, if they need bigger font then we will do that and picture information or if we needed an interpreter, we would arrange that.” One relative fed back, “My father has speech problems, and the carers all know how to communicate with him. It's such peace of mind to know he is being well looked after when we are not around.”

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.

Complaints and concerns were taken seriously and used as an opportunity to improve the service. Each person was provided with an information pack that included the complaints procedure. People and relatives said that they would not hesitate in making a complaint if needed. A relative told us, “[Registered manager)]is very approachable and if I had a concern, I would raise it and I feel she would listen.” Where complaints had been made, these had been investigated thoroughly, and people and their relatives were satisfied with their responses. The provider told us, “I feel there is far more we can learn from a complaint. It’s about taking accountability.” A member of staff told us, “I am happy to raise any concerns to management, and they always try their best to resolve the issue.”

People and their representatives were also asked for feedback on any areas they felt could be improved upon. Relatives told us, “[Registered manager] is really nice. The agency rang me last week to see how things were going” and “At the beginning [Provider] called me and we had a conversation on how things were going, and we did a review online too.”

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

The provider had systems and processes that monitored people’s care and support needs, including health conditions. People’s care plans and records confirmed how people’s care and support was provided, monitored and reviewed.

The registered manager told us, “We are very flexible, to the point to the where we are logging how often we change care packages. When clients have appointments, we can change the time of call. We will be flexible on the times for example 1 person likes to go to church on a Sunday. Out of hours staff can call us, I am always on hand.”

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 management team and staff were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support. In recognition of this, the registered manager had advocated on behalf of people, with a view to enabling people to experience good outcomes. The registered manager told us, “You have some clients that have a good support network, advocating on a person’s behalf. We picked up on [person] not being well who didn’t have an advocate, we encouraged her to get to the GP. We will shout on behalf our clients. We will contact GPs. If the families aren’t getting the answers, we do the shouting on their behalf.”

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.

No one currently using the service was on end-of-life care. People’s future and end of life wishes had been considered if people and their families wished to. A relative told us, “[Registered manager] did that when she came out at the beginning. She explained that they can offer live in care when it gets to that point if needed.”

The service actively supported people towards greater independence and to have less care interventions where possible. The registered manager told us, “It’s judging that situation (when the time is right), we have an end-of-life form but it’s about being sensitive to people.”