Roster Home Care Ltd Derby 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 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.

Care plans contained information about people which included their interests and preferences. For example, 1 person’s care plan detailed respecting their choice and preferences. However, we did find in another person’s care plan that it contained wording which could be misinterpreted. This was raised with the registered manager, who responded immediately by updating the care plan reflecting how the person wished to be supported, ensuring consistent care delivery.

Relatives told us they were satisfied with the care and support provided. They said staff arrived on time and communicated effectively if there were any delays. One relative told us, “The staff do arrive in time and if they are going to be even just 10 minutes late, they are always informed.” Another relative said, “Yes, they stay for the scheduled time.”

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.

People were supported by a consistent staff team, which helped to promote continuity of care and enabled staff to develop an understanding of people’s individual needs and preferences. People were allocated regular care staff wherever possible, supporting familiarity and positive relationships. One relative told us, “Most of the carers are regular and we know them.” Another relative told us, “The level of care and support we are getting is exceptional and nothing is too much trouble. It has been a gamechanger for us and our piece of mind.”

Feedback from an external professional was that the registered manager worked collaboratively with them to help ensure people experienced coordinated care and support.

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

People's communication needs were clearly documented within their care plans, including details of any communication aids they used, such as glasses and hearing aids. Care plans provided staff with guidance on how to communicate effectively with people. For example, one person's care plan stated, “Please talk clear and slowly so I can hear what you are saying to me.”

The registered manager told us information could be provided in a range of accessible formats, including large print and pictorial versions, to help people understand information relevant to their care and support. We saw, for example, that the complaints procedure was available in a pictorial format.

The registered manager described plans to further improve the accessibility of information by introducing staff profiles within people’s welcome packs. These would include photographs of staff alongside details of their training and experience, helping people become familiar with those supporting them and promoting a more personalised approach to care.

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.

Relatives told us they knew how to raise concerns and felt these were listened to and acted upon by the management team. Feedback indicated the service responded appropriately when issues were identified. One relative told us, “There was an issue with call timings, this has now improved and is ok now.” Another relative said, “A different carer came who didn’t know what they were doing, this was raised with the manager and was immediately rectified. The following day the carer was clear about what they had to do.” This feedback demonstrated that concerns were responded to promptly and action was taken to improve people’s experience of care.

The provider had oversight of complaints ensuring they were investigated with actions taken as required to improve outcomes.

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

The provider had systems in place to ensure people had access to support and care as required, such as escalating concerns to healthcare and social care professionals such as a GP.

The provider had processes in place to support continuity of care. Arrangements were also in place to provide out-of-hours support, ensuring assistance was available to both people using the service and staff when needed. Relatives told us they felt reassured by the accessibility of the management team and the systems available to support communication. One relative said, “We have the numbers for both managers and there is also an app so we can see when they’ve logged in.”

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 systems and processes in place to promote equality, diversity and inclusion. Policies and guidance supported staff to deliver person-centred care that recognised and respected people’s individual needs, preferences, backgrounds and protected characteristics.

Staff understood the importance of treating people with dignity and respect and of providing care that was tailored to their individual circumstances. This helped to ensure people were treated fairly, their rights were upheld, and they were not subjected to discrimination.

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 the inspection, no people were receiving end of life care. Care records did not contain information about people’s wishes for their future care. The registered manager explained people were offered opportunities to discuss their future care needs and preferences; however, this was recognised as a sensitive area, and people had not wished to engage in these discussions at the time. The registered manager told us that people’s wishes would be explored and recorded should they choose to discuss future care planning.

Training records demonstrated staff had completed end-of-life care training, enabling them to provide compassionate care, meeting people's individual needs and preferences during this stage of their care.