Daley 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 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.

People and relatives told us they were happy with the care provided. They told us they were involved in care planning and reviews. People’s life histories, preferences and interests were recorded in their care plan. A person told us, “we have a routine that works for me”. Peoples care plans included person-centred details around how to provide support at each call.

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 and professionals told us that staff understood peoples care needs. A relative told us that a staff member was “impressive, very involved and knowledgeable.”

Staff told us there was good continuity of care. A staff member told us “there is good continuity of care. The carers do handovers when someone is taking over and there are communications records which have all the information about the client. The GPs and district nurses work well together with the carers about the client”.

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

The provider sent out weekly memos for staff to ensure they were kept up to date with changes to client’s support needs. Staff told us that care plans contained all the information they needed to support people’s individual needs. The provider had an Accessible Information Standard policy. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

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 actively sought feedback from people during client reviews and via a survey. Following feedback during a review the call time for a person was changed to meet their request. The provider had a complaint policy and process to manage any complaints. The registered manager kept a log of all complaints made and actions taken in response.

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

We found that the service contacted relevant professionals ensuring people received the support and treatment that they required. People told us that they were supported, if required, by the provider to access support from relevant healthcare professionals. A relative told us “management is very good at communicating and responsive to issues. Always answer the phone”.

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.

People and family members were positive about the care and support they were receiving and that they had been supported with referrals to doctors and other health professionals when needed. The registered manager told us when people have appointments, such as with an occupational therapist to have their mobility assessed, they have changed the call time to ensure people are able to attend their appointments.

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 had been supported to express their wishes about future care needs. At the time of our inspection there was no one receiving end of life care.