Heypi Care 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. 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. A care worker told us, “I believe people should be at the centre of their own care.” People’s care plans clearly detailed how people wished to be cared for and what support to provide at each care visit. Another care worker said, “I respect and value each person's individuality, beliefs, culture, religion, sexuality, preferences and lifestyle choices. I provide person-centred care that is tailored to what is important to the individual and ensure that I do not make assumptions or discriminate in any way.”

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. Staff understood people’s care needs and provided any support required when accessing and working with other health and social professionals to ensure continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider adhered to the accessible information standard and was able to provide information in different formats to meet people’s needs.

Care records contained information about how people communicated and guided staff about how to adjust their communication styles to meet people’s needs.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

There was regular liaison with people and their relatives to ensure they received the support they required and to obtain feedback about service delivery. This included regular telephone calls, visits and completion of satisfaction surveys. All the intelligence gathered through these processes were used to inform and develop service delivery.

Should people require it, a complaints policy and procedure were in place which ensured any concerns raised were investigated, listened to and learnt from.

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

A flexible service was provided that could be adjusted to meet people’s needs. Policies and procedures were in place to ensure people’s human rights were respected and people lived free from discrimination.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Information was included in people’s care plans about what they enjoyed and what was important to them, and staff provided them with support to undertake these activities.

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. Staff gave people the opportunity to discuss their plans for the future and how they wished to be supported, this including end of life support planning should it be required.