Alina Homecare - Epsom & Ewell

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• 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.

People said they were happy with their care. One person told us, “I get on with them, and I’ve got to know them. They are very good.” A relative said, “The service is very flexible and accommodating. If I need last minute care, they will do their utmost to provide it.” Another told us, “They know him as far as they can and he’s fine with all of them.”

People’s care plans contained detailed information about the person, their care needs and any health conditions. This helped staff get to know people and also understand how to provide care in an individualised way. For example, 1 person preferred to be called by a different name, and this was clearly recorded. It was also recorded that they liked an earlier morning call and our review of the staff daily notes showed this was happening. Another person needed to be supported to spend time in their garden as this was something they enjoyed doing.

Staff said people’s care plans provided them with the information they needed. They told us, “There is life history in the care plans,” and “We find some common things to talk about.

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 received care from a consistent staff team which helped ensure continuity in their care. One person said, “It’s the same set of staff and they turn up at the same time.” A relative told us, “The carers are fairly consistent.” Another said, “Normally the same staff and they arrive at the right time.”

This helped ensure care staff got to know the people’s needs, routines, and preferences.

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

The registered manager told us they had previously provided information in a different format to 1 person, but this was no longer needed. However, they were currently investigating the use of voice-activated care plans on their electronic care planning system which would give a more flexible approach to the information provided to people. A relative said, “The [electronic] app they use is very helpful in allowing me to monitor her 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.

People told us they would feel comfortable raising a complaint and were confident they would be listened to. One person told us, “If it was seriously wrong, I would (complain).” A relative said in relation to making a complaint, “I know what to do in that instance, but I have not had need to use it (the complaints policy).” Another relative told us, “[Senior staff member] really listens.” The service currently had no outstanding complaints.

We read of compliments received by the service which included, ‘She (care staff) went above and beyond to help mum with no break. We are eternally grateful for everything she has done’, ‘Everything seemed to go well, and mum was very happy when I got back’ and ‘You have been so supportive and kind to our family and we have all appreciated your thoughtfulness’.

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

Relatives told us the agency supported them and their family member when additional support or care was needed. A relative said, “We went from 4 calls a day to a live-in carer. It involved discussions which I was involved in. It was a big move, but it’s meant that someone is there at night.” People were also supported to access healthcare intervention when needed. A relative said, “He had an eye test at home, and the carer was able to facilitate that.”

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 were involved in their care. One person told us, “If I ask them to do something, they do it. They are very helpful.” Another person had requested no male care staff to provide their personal care, and this was respected. A relative said, “They treat my mum fairly.”
Staff recognised people’s individuality. One staff member said, “I respect her of course and her choice. I respect her dignity, her culture and her religion.”

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’s end of life wishes were recorded in their care plans when they were ready to talk about them. This included whether they wished to be cared for in hospital, or remain at home, and whether they wished to be resuscitated in the event of a medical emergency.

Relatives told us they were involved in discussions, with 1 relative telling us, “[Staff member] and I have reviews to discuss the next stage of care for mum especially as the dementia gets worse.”