1 Homecare Bradford

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.

Some people were unsure of the terminology in relation to care planning and reviews, but all people (or their families) could describe being involved.

A relative told us, “At the beginning of [my relative’s] care, we had a meeting with the manager and talked about their needs, the timing of visits and medication. A folder was prepared by the office which I have a copy of.”

Reviews took place at regular intervals but varied from person to person. For example, if a person had minimal needs and few changes, they would have an annual or 6-monthly review. If a person had more complex or changing needs they would have a monthly review. In either case, this was communicated clearly to people and families. Carers made notes consistently and reviews could be instigated at any time depending on the need to do so. This approach was understood by people, families and staff.

The service demonstrated flexibility, with people able to request changes to visit times or additional support when needed. Staff and management responded positively to such requests.

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 provider employed staff from the local area, which meant they understood people’s cultural needs and expectations. People were positive about this with cultural awareness being highlighted as a positive aspect of care. Staff came from a diverse range of backgrounds, a fair representation of people in the city.

A person told us, “They chat with me, make me feel good, feel confident. They understand Ramadan.”

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

The provider remained up to date with sector information and shared this with staff, as reflected in minutes of team meetings.

Information for people and families was provided in accessible formats to meet their needs.

Families were positive about how joined-up services were, with staff happy to assist with communication between different agencies. The work of the office staff was also mentioned positively, as we were told they helped to streamline dealing with partner organisations such as the NHS and Local Authority.

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 a complaints policy which was shared with people and families. Staff told us that in practice they would handle any complaints when they were with people, making a record of the issue and how it was resolved, or they would agree with the person or family to involve the manager. People told us this worked well and they felt comfortable raising issues if they needed to. People were able to describe how to raise a complaint.

One person told us, “I have a review every month, they come to the house to check that all is ok. They listen to me.”

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

Staff had awareness of the Equality Act and Human Rights legislation. They told us the principles of equality were applied to both staff and people receiving services. Policies supported this but what came across from staff, management, people and families was that an approach to equality was “baked in” to the provider’s approach. This was partially because at all levels the provider had a diverse group of colleagues delivering services to an equally diverse client group.

People told us the provider was effective in ensuring they received the support they needed when they needed it.

One person told us, “They do spot checks to make sure all is OK, I have their telephone number if I need to contact them, I have no complaints.”

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 delivered services to a wide range of people, most of whom were likely to have experienced inequality due to their protected characteristics including disabilities.

Staff worked hard to overcome inequalities, using co-produced, individualised care and support plans.

People told us they were able to discuss their care with staff at any time or could contact the office to talk. The responsiveness of office staff was mentioned several times by people as making a positive contribution to how people felt about the provider.

The provider supported changing needs in terms of both practical care and family support. One relative told us, “We had a review when they became really unwell which really helped.”

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.

Processes were in place to support end of life care, this was reflected in care and support plans. This was highlighted with some client groups more than others, for example, older people or those with illnesses rather than disabilities. Staff were aware of these plans and were able to explain arrangements, and how these worked alongside NHS and Local Authority services.

The provider trained staff in end-of-life care using e-learning and face-to-face events. People told us their wishes had been included in support plans.