Lancaster & Morecambe Domiciliary Service

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 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 providers policies and procedures ensured people were at the centre of their care. Care records were person- centred and included input from people’s relatives. Staff and leaders regularly reviewed and updated people’s care plans which helped ensure they reflected people’s current needs and preferences. People’s positive behavioural support plans were detailed and evidenced a high degree of person-centred approaches to fully understand people’s experiences and how to support the way they responded to them.

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.

Care records were thorough and holistic and included input from families and other professionals. Staff had received training specific to their role and specialised in relation to people's specific health needs. This helped ensure consistency and continuity of care.

Many staff had been in post for several years and this helped to ensure people received consistent care and support.

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

There were easy read copies of tenancy agreements, complaints procedures and a poster with pictures of different staff on for people to refer to.

People had communication plans in their care records which identified how best to support people to engage. Staff were skilled and patient when supporting people and took time to understand how best to communicate with them. We saw care records in relation to communication needs had been reviewed and updated in response to staffs’ observations.

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.

The provider ensured people had different ways of expressing their views and getting involved. There was a tenants’ forum where people discussed key concerns and raised these with staff and leaders. We saw people were listened to and responded to by leaders.

Complaints had been properly recorded and responded to. Relatives told us they received surveys and were able to provide feedback.

People we spoke with said staff listened to them.

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

The provider ensured people’s needs were accurately assessed and monitored. Staff and leaders were proactive in overcoming any barriers people may experience accessing care and support and treatment. This included focused work with people who may have found it difficult to accept any treatment or medical interventions.

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 ensured people were supported to have equitable outcomes. People received the care they were assessed as needing. Staff and leaders had recently arranged for additional staffing for a person which had led to some very positive outcomes; the person had an improved sense of wellbeing and increased access to activities at home and in the community.

People engaged in a broad range of activities and hobbies. People we spoke with said they got out and about a lot. Care records included details of the activities people valued and when they had done them. Relatives told us, “They don’t just look after them they take them out. They are very good.” However, one relative felt there had been fewer opportunities recently.

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.

Some people had been supported at the end of their life to remain in their home with additional support from staff and community-based healthcare staff. Staff were committed to provide compassionate care.

The provider encouraged people to think about the future and supported people to make decisions about what might be important to them. Not everyone had considered their longer-term plans. The registered manager provided assurance people would be supported with decisions by staff and team leaders.