24Hrs HC Home Care Services Limited

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 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.

Care plans were detailed and centred around people's needs.

In our review of records and feedback received from staff and people, we confirmed care was delivered accordingly. For example, a person told us how they felt safe when being supported with their moving and handling requirements; this coincided with what was on their care records and what staff told us.

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.

The registered manager and staff were knowledgeable about people’s health needs and knew which services were available if people required a referral to other healthcare professionals, to address any changes in their needs.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

There were appropriate incident recording policies and procedures in place. Staff knew how to record incidents. The registered manager reviewed any incidents and made sure any changes were made to improve practice and the care people received.

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.

In our review of care records, we found people were involved in decisions made about planning their care, as well as in reviews of care.

The provider had policies and procedures in place to manage complaints and concerns. We reviewed how this was being managed and found it to be appropriate.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

There were appropriate incident recording policies and procedures in place. Staff knew how to record incidents. The registered manager reviewed any incidents and made sure any changes were made to improve practice and the care people received.

People received a person-centred approach from the service, which ensured equity of experiences.

A person told us the positive impact that being cared for by the provider had on their ability to make choices about their care and their everyday routine. This supported them to have the best possible outcomes.

The registered manager told us how they ensured people and, when relevant, relatives, were involved in reviewing people’s care to make sure the care provided met people’s expectations, needs and preferences, and any changes made in a timely manner.

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.

At the time of our assessment, people using the service did not require end of life care. The registered manager explained this care had been previously provided and they were in contact with relevant healthcare professionals to meet people’s needs. The registered manager and staff knew how to support people at the end of their lives and training had been provided to staff.