Home from Home Support Services Ltd

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 service 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.

The provider made sure people were always at the centre of their care. Staff worked with people, and their relatives when needed, to make decisions together and respond to any changes in their needs. Care was planned jointly so it stayed personal and met each person’s individual needs.

A staff member told us the service provided had a meaningful impact on the lives of young individuals by bringing routine, structure, and stability into their daily lives. The staff member told us, “Individuals are supported in managing their mental health diagnoses through customised, person-centred approaches tailored to each person’s unique needs”.

An external professional told us, “Care and support plans I have seen are person-centred and reflect assessed needs.”

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 understood the different health and care needs of people in the community, so care was well‑coordinated, flexible, and supported people’s choices.

The management team knew the local area well, including recruitment challenges, business needs, and where to find community support.

People’s care plans clearly explained their needs and how staff should support them. For example, if someone had a long‑term health condition, staff were given clear guidance so they could anticipate and meet that person’s needs.

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

People were provided with written information about the service and their rights. The provider ensured people had all the information they needed in an accessible way for them to make decisions about their care and support whilst feeling comfortable and safe.

A person told us staff supported them if there was something they did not understand.

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.

People and their relatives felt confident if they complained they would be taken seriously and treated compassionately. A person told us they could tell staff anything they liked and they were always listened to and involved in finding a solution to any concerns they had.

Records showed any complaints were addressed in accordance with the provider’s policies and procedures. Learning from complaints and concerns was shared with staff to help inform their future practise.

Where a concern was identified the provider took appropriate action. Concerns were included in the provider’s service improvement plan with details of any actions to be taken, the person responsible together with expected timelines and outcomes.

People were able to voice their opinion of the service during reviews, meetings and annual surveys.

We were given an example where a person had shared with staff that they wished to take part in some specific activities not in their care plan at that time. Staff told us, “Management supported the idea promptly, ensuring [person’s] wishes were reflected in our planning.”

We were told of the positive impact of embracing people’s ideas. For example, staff told us that seeing their suggestions come to life made people excited and engaged which boosted confidence, social interaction, and overall wellbeing.

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

The provider made sure nothing got in the way of people getting help, even at night or in an emergency.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The staff were trained how to treat everyone fairly and kindly. They learned that everyone is important and should be treated the same. Because of this, they helped make the service feel welcoming, and friendly.

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.

People were helped to make good choices about their care while they were able to. If someone wanted to talk about what should happen if their heart stopped, staff made sure they understood and could change their mind at any time.

Everyone’s wishes were written down in a care plan so the people looking after them knew what was important to them.