HomeLink Healthcare 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 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 told us the care and support they received was personal to them. A person who used the service told us, “I’ve had them for 12 weeks now and I’ve enjoyed their company as well as their support”. Another person said, “I have a care plan that was drawn up when I was discharged from hospital”.

Staff told us they recognised people as individuals, who each had their separate and specific support needs. Staff also told us there was detailed information in people’s care plans and risk assessments and they worked hard to make sure people received care and support that was centred around them. A member of staff told us, “There are many meetings, including feedback to the hospitals. The focus is very much on the patient with HomeLink”.

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 who used the service told us staff worked well to ensure they received support that met their needs but was also flexible. People said the service also liaised with other services when needed. A person who used the service told us, “My experience of the care is almost seamless from hospital to home”.

Another member of staff explained how they worked under the ‘virtual ward’, which meant they helped free up hospital beds by supporting people to finish their recovery at home. The staff member told us, “I can go to their home and take bloods, while they are recovering and things like that. The nurses go out and do wound care. The patients are more relaxed because it’s a hospital at home. They know they have someone at the end of the phone 24 hours a day and, if required, we can be there the next morning.”

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

People confirmed they had access to relevant information, including care plans and daily notes. A person who used the service told us, “One member of staff in particular was very good and very informative. [Staff] explained all the procedures to me very clearly and precisely”. Another person said, “I thought the staff had excellent communication skills and we worked through everything together to get me up and running again”.

Staff told us they made sure people had their communication needs assessed, and information was available to people in different formats if this was needed, such as large print, easy read, audio or other languages.

A member of staff told us how they used the translator facility on their phone to help them communicate with a new patient, who could not speak English. The staff member said they also had help from the person’s family members. They added, “Being in hospital was doubly daunting for [person], because nobody spoke their language. [Person] knows exactly why I am going in and what for and [they are] is happy for me to do their observations. [Person] is happy and more relaxed.”

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 service had effective systems and processes to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. There were also processes in place for the staff and management team to learn from complaints and concerns and use them as opportunities for improvement.

People told us they knew who to contact if they had any concerns or wanted to make a complaint. People made comments such as, “I have the appropriate numbers to contact if I have any queries or concerns”. and, “Staff encourage communication from me which is good when checking that I feel comfortable and am not in any pain”

Staff told us they listened to people and, if there were any concerns, they made sure their voices were heard and, where needed, improvements could be made. A member of staff told us, “One of the things I really like about the company is it gives you time with the patient. You can talk to them because you are not in a rush. It really helps that they can ask questions.

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

People’s care and support packages were continually monitored and reviewed and staff stayed in regular contact with the management team and other healthcare professionals, to ensure any changes in people’s needs were responded to quickly and appropriately. Staff also supported people to access other health and social care services when required.

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 service had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination.

People told us they were treated fairly and supported in accordance with their individual needs and wishes. Noone had experienced any discrimination or inequality.

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.

We saw that people using the service had opportunities to discuss their future wishes and, where people chose to do this, the information was recorded in their care plans.

Staff told us the service worked hard to help people understand and manage their health conditions. This included helping people to regain their independence and achieve their goals and aspirations for the future.