Lago Homecare - Yarm 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 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 personalised care and support because staff knew them well and understood their individual needs and preferences. Care plans had been developed with people and, where appropriate, their relatives. They contained information about how people wished to be supported, their preferred routines and practical guidance to help staff provide consistent care. This helped ensure staff had the information they needed to provide care in a way that was responsive to each person's wishes and needs.
 

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 told us they aimed to deliver consistent care with familiar staff, helping to build trusted relationships and provide safe, person centred support. Systems were in place to share information between staff and the office team, ensuring any changes to schedules or care needs were communicated promptly and acted upon.

Staff knew when to escalate concerns and worked with other professionals to ensure people’s needs were met. The service sought timely advice from other professionals, helping people access appropriate services and supporting fully integrated care.
 

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

Information was available in a range of accessible formats when required. The registered manager demonstrated an understanding of their responsibilities under the Accessible Information Standard (AIS), which requires health and social care providers to identify, record, share and meet people's communication and information needs. This helps to ensure that people with disabilities, sensory impairments, learning disabilities or other communication needs receive information in a format they can understand and use.

People, and where appropriate their relatives, were able to access electronic care records remotely and view care plans when required. This promoted transparency and supported people to remain involved in decisions about their care and support. It also enabled people and those important to them to review information, provide feedback and ensure care records remained accurate and reflective of their needs and preferences.
 

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 were encouraged to share any concerns or complaints. People and their relatives told us they had opportunities to provide feedback about their experiences of care and support and were aware of how to raise any issues or complaints if needed. One relative told us, “I’ve never had any reason to complain but I would speak to the manager if I did.”
 

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

People were able to access the care and support they needed, and there were no reported barriers that prevented them from receiving services. Staff demonstrated an understanding of people's individual needs and made reasonable adjustments where required to ensure care was delivered safely and effectively.

Care plans contained detailed information about people's health conditions, cultural backgrounds, diverse needs and protected characteristics. This helped staff provide care that was respectful, inclusive and responsive to individual circumstances. As a result, people received support in an environment where their identity, preferences and personal experiences were recognised, valued and respected.
 

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.

Through robust assessments and by taking time to get to know people well, staff developed a good understanding of individuals' needs, preferences and personal circumstances. As a result, people experienced equitable care and support, regardless of their background, identity or level of need.

The provider had policies and procedures in place relating to equality, diversity and inclusion, which helped staff understand their responsibilities in promoting people's rights, preventing discrimination and treating people with dignity and respect. Staff also received equality and diversity training as part of their ongoing development, supporting them to deliver inclusive, person-centred care that recognised and respected individual differences.
 

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.

The provider supported people to plan for the future, including significant life events and, where appropriate, their end-of-life wishes and preferences. Care plans contained information about what was important to each person, their choices, and how they wished to be supported. This helped staff to understand people's individual preferences and deliver care in a way that reflected their wishes, values and beliefs.

Records were reviewed and updated as people's needs changed, helping to ensure care and support remained responsive and aligned with their current circumstances. This supported people to retain choice and control over decisions affecting their lives and future care.