Optima Homecare Group Limited

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 questions good. At this assessment this remained the same. 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 were detailed and tailored, and staff understood people’s histories and adapted care accordingly.

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 received care from regular staff who knew them well. Staff worked closely with families to co-ordinate care, and care plans included input from relatives and professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider followed national standards, including the Accessible Information Standard and safeguarding legislation. Policies were clear and up-to-date, and staff understood how to apply them in practice. For example, staff used visual aids and personalised communication tools to support people with sensory impairments or cognitive conditions.

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. Feedback from people and relatives was positive, and staff described how they worked with families to ensure care was responsive and respectful. People were asked for feedback regarding their care. Everyone we spoke with said they knew how to raise a concern, but they had never needed to do this.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to GPs and district nurse teams when they needed them. People’s relatives told us staff would not hesitate to reach out to any other medical professional if needed. There was an on call in system in place for when the office was closed.

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. Staff had advocated for people’s needs to ensure people experienced the same level of service as everyone else.

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 plans included information about advanced care planning, DNAR decisions, and people’s wishes if their health deteriorated. Staff were aware of these preferences and described how they would support people to remain at home where possible.