Verona Home Care Services Ltd

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’s care plans contained information about how people wanted to be supported and their preferences, for example what they preferred to drink in the morning or what clothing they preferred to wear. Care plans provided an overview of people’s care needs and were regularly reviewed. One relative told us, “A care plan is in place, and it was reviewed in the last couple of weeks.”

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 introduced new staff to people before commencing care visits, this ensured people were comfortable and familiar with the staff prior to care being provided. The provider worked closely with health and social care professionals to ensure people received joined up care. For instance, the registered manager regularly communicated with GP’s, social workers and district nurses to support continuity of care for people. One professional told us, “One of the service's key strengths is the manager's willingness to collaborate with other professionals to ensure that the needs of service users are appropriately met.”

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

The provider had policies and procedures in place relating to the General Data Protection Regulation (GDPR), which reflected current legislation and guidance. People were provided with information in formats they could understand and access. For example, a service user guide was available in an easy read format. Care plans had information about people’s communication needs, including any details of people’s auditory and visual abilities. Care records showed staff understood these needs and adapted their communication styles accordingly.

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.

The provider had complaints policy and procedures in place to support people to raise concerns or make a complaint. People and their relatives told us they knew how to make a complaint and felt confident any concerns raised would be listed to and acted upon. A relative told us, “I know that when I talk to them [service], I won’t get fobbed off.”

There were systems in place to gather and monitor feedback from people, their relatives and staff. These included regular reviews with people and their relatives to discuss care and support needs and ensure these continued to be met. Feedback was reviewed and actions taken when needed. A relative told us, “If there are any concerns, say due to an incident that may have occurred, they [service] alert us, talk about it and tell us what action they have taken.”

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

The provider carried out assessments of people's needs and adapted care delivery to meet their individual requirements. This included consideration of people's cultural, mobility, and communication needs to ensure care and support was provided in a way that reflected preferences and promoted positive outcomes. People told us staff supported them to access the community and maintain their independence. This included assisting people to make transport arrangements and supporting them to access mobility equipment, such as mobility scooters to enable people to participate in activities and the community.

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 provider had an equality and diversity policy in place, which supported staff to recognise and respect people’s individuality. Care records showed reasonable adjustments were made to ensure people received equitable care and support. For example, when a person’s mobility needs changed, staff supported the person to access appropriate mobility equipment so they could still do the things they wanted to do. People were encouraged to express their views and make choices about their clothing, meals, activities, and daily routines.

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 care records included information around their wishes and preferences for future care. Records showed whether a Recommended Summary Plan for Care and Treatment (ReSPECT) form was in place, including details of people’s preferences for emergency treatment. At the time of assessment, no people were receiving end of life care. However, plans for the future were discussed with people and their relatives where appropriate, and the provider had policies and guidance in place for staff to follow when providing end of life support.