Austen Allen Homecare - East Kent

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 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 provider 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.

Care was planned and delivered in partnership with people. Care planning reflected individual preferences, routines and levels of need, with documentation proportionate to the complexity of care required. This meant people with higher needs had more detailed plans while those with lower needs had appropriately simplified records, ensuring care adapted to people’s needs.

The provider had an 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.

Continuity of care was maintained through effective scheduling, supervision and call monitoring systems. Call time data provided oversight of visit delivery, including early and late calls. Where concerns were identified, these were reviewed and adjustments made where possible. Staff informed the office when running late so arrangements could be managed, and were updated on rota changes. This reduced the risk of missed or disrupted care and ensured people received consistent support.

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

People were provided with information about their care and how to raise concerns. Telephone review records confirmed people knew who to contact and felt able to do so. Information was shared in ways that supported understanding and engagement. This ensured people were informed and involved in their care.

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.

There were systems in place to listen to people using the service and act on feedback. Telephone reviews, compliments and complaints records showed feedback was actively sought. Where concerns were raised, including around call times, actions were taken to review arrangements, communicate with families and make changes where possible. People and relatives said they felt able to raise concerns and were confident these would be addressed. One relative described a concern about a member of staff which was responded to and resolved by the management team. This ensured people felt listened to and were able to influence how their care was delivered.

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

There was no evidence that people experienced barriers to accessing care. Care packages were arranged and delivered in ways that reflected individual needs, preferences and levels of risk. This ensured people were able to access care appropriate to their needs.

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.
Care planning and delivery took account of individual risks, abilities and preferences. People received care tailored to their circumstances, including access to healthcare support where required. There was no evidence of unequal treatment or avoidable variation in care quality. This ensured people experienced equitable care and outcomes.

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.
Care plans included escalation routes and review arrangements to support changes in need and future planning where appropriate. These included guidance for staff on what actions to take and who to contact, including at the end of life and where people wished to receive treatment. This ensured people’s preferences were understood and that care could be delivered in line with their wishes.