One Love Home Care - Main Office

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.

People received care from small groups of staff who knew them well. This enabled people to build relationships with the staff who cared for them. Staff said because they knew people well, they were able to recognise changes in people and review the care they needed.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

The staff worked with other professionals to make sure people had the care and support they required.

When staff were caring for people at the end of their lives, they constantly fed back changes to the provider and other professionals to make sure care was adapted quickly to people’s changing needs. One professional told us, “If needed the carers and provider will liaise with the district nurses and any other service involved to support the person and family members."

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

People’s communication needs were identified at the initial assessment carried out by the provider. These included needs related to sight, hearing, literacy and language.This helped to make sure care plans gave staff the information they needed to effectively communicate with people.

Each person received a welcome pack when they started to receive care. This helped to make sure people had the information they needed.

The provider told us in their Provider Information Return (PIR) that information could be provided in a range of formats and languages.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

People said they would be comfortable to raise any concerns or complaints with the provider or staff. One person said they would contact the provider. They told us, “She would be very pro-active and sort it."

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

The provider, and staff spoken with, were passionate about making sure everyone they cared for had access to all the services and equipment they needed to ensure their comfort and dignity.

One professional told us the provider and staff team were, ‘Great advocates’ for the people they supported.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

The provider listened to people and worked with other professionals to make sure outcomes for people were in accordance with their wishes and expectations. Family members said staff helped them to make sure people had the support they needed if their wish was to die at home.

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 fully involved with decisions about their end-of-life care. One family member said, “They did what (person’s name) wanted.”

Reviews completed by relatives and friends, whose family members had been cared for at the end of their lives, showed a high level of satisfaction. One person wrote the care their relative received was, ‘Outstanding.’ Another said they, “Could not have wished for a better team."