Craven Home Care

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 and relatives confirmed they were involved in making decisions about their care and support when people’s needs changed. A person using the service said, “Any decision involving my health and care needs are discussed with myself, my [relative] and the care team.”

Staff valued the people they supported and worked hard to deliver good quality, person-centred care. A staff member told us, “There is a real importance of going above and beyond to meet [people’s] individual needs, not just from a care perspective but also to fulfil social needs and ensuring clients are happy and fulfilled.”

Managers considered people’s needs and preferences when planning staff teams, call times and support.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Managers and staff worked collaboratively with relatives and unpaid carers, so care was joined-up for people. A relative told us, “If the staff had concerns about anything they would call me to discuss and similarly, if I was worried about anything I felt very comfortable calling for a chat and asking for advice. It was very much a collaboration; we were working together in [person’s] best interests. They are caring for [person], but it feels they support me as well.”

The service was excellent at providing flexibility to people, to ensure good continuity of care. Staff supported people during hospital stays and worked closely with hospital staff, to ensure people’s anxieties were eased and their needs were understood and met. A relative said, “[Person] was admitted to hospital, but the team continued to visit them so they would remain familiar to [person] if and when they returned home”. The manager explained the service had built good links with hospital staff which helped when people were admitted.

Managerial support was available out of hours or in an emergency. There were several examples of people, relatives and staff being given support from managers; if there had been an incident, someone had become unwell or needed reassurance.

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

The provider had developed a service user guide, which included their terms and conditions in line with consumer rights good practice. The guide was available in larger print and could be converted to alternative languages if needed, to meet people’s communication needs. Responses from the most recent survey confirmed information from the service was clear to understand.

People and their relatives could access care plans and records in real time on the electronic care planning system and data was secure. The provider was compliant with the ‘Data Security and Protection Toolkit’, and various procedures referenced General Data Protection Requirements (GDPR).

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.

Managers carried out spot checks at people’s homes, giving people regular opportunities to discuss concerns or give feedback on the care provided; and annual surveys were sent out. People were given instructions about how to provide online reviews, in a recent newsletter.

Details of the complaints procedure were included in the service user guide for ease of access. Generally, people and their relatives confirmed they felt comfortable raising concerns and confident they would be listened to. A person using the told us, “I’ve not really had any problems but if I have a problem they will sort it out.” A relative added, “If there was anything (of concern), [managers] were really keen on me telling them so they could deal with it straight away.

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

Managers worked with health and social care partners to organise new or replacement equipment, to prevent any barriers to people’s care. Where equipment was in place, this was detailed in people’s care plans.

People’s care packages worked around their needs and preferences, meaning people had access to care and support in a way that worked for them. One person using the service explained how they regularly had earlier calls so they could attend a local support group, and confirmed calls were moved around where possible to accommodate appointments.

The provider 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.

Staff received equality and diversity training, to help them better understand the potential inequalities people using the service faced; and procedures considered people’s protected characteristics and national legislation.

The manager confirmed they advocated for people and relatives during healthcare appointments and funding reviews.

One person explained how they had previously found it difficult to access care due to being a younger person. They told us, “At first, I was looking for care, I struggled to find an organisation to care for me due to my age and needs, until Craven Home Care accepted my case. I have been with them for over 5 years, and the service has been very good.”

The provider supported people 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 had received several compliments, expressing relative’s gratitude for support provided to people at the end of their lives. The service had previously organised funerals for people without known relatives.

Staff supporting people at the end of life, had access to relevant training, and managers explained the advice and support available from the district nursing team and local hospice.