CEL Homecare Teesside

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 requires improvement. This meant people’s needs were not always met.

This service scored 61 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Staffing teams had not always been consistent, meaning people and relatives did not feel all staff were able to deliver person-centred care. People and relatives also told us they did not always feel involved in care planning and reviewing. These issues had been identified by the provider and registered manager and action was being taken to address them.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity. People had not always received a continuity of staff, with one relative describing how they had to explain some care tasks to new staff. These issues had been identified by the provider and registered manager and action was being taken to address them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans were clear and accessible, and staff were able to communicate with people effectively.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Records showed that feedback was obtained from some people, but this had not been done in a planned or consistent way. Some people and relatives told us they had not been asked for feedback since they started using the service, with one person saying, “I have never been asked for feedback.” This issue had been identified by the provider and registered manager and action was being taken to address it.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care records contained evidence of staff supporting people to access healthcare partners where needed.

Staff and leaders did not always actively listened to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. Feedback had not been consistently sought and acted on, and people had not always received a continuity of staff. These issues had been identified by the provider and registered manager and action was being taken to address them.

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. Care planning systems were in place to seek and act on people’s final wishes.