MiHomecare - Finchley

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 support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans showed a good level of person-centred detail, showing staff had worked with people and their families to ensure their wishes and feelings were recorded. People and those important to them were actively involved with decisions about the care and support which they received. The service ensured people were at the centre of their care and support choices. Any changes in people’s needs were responded to.

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 service treated people as individuals and made sure people’s care and support met people’s needs and preferences. The service worked well with external agencies and always sought to provide joined-up care and support in collaboration with other agencies.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's care plans took into account their communication needs including sight, hearing and speech, as well as any sensory needs and whether people required glasses, or hearing aids.

Staff were trained in a range of communication approaches and understood how each person preferred to receive information. They used this knowledge to adapt their communication style, ensuring people were involved in their care and able to make informed decisions

People were meaningfully involved in the service’s communications. With consent, stories and achievements were shared publicly, promoting pride and recognition.

The provider enabled people to share feedback, or raise complaints about their care, and support. Staff involved people in decisions about their care.

The provider made it easy for people to give feedback, shareideasor raise concerns about their care, whichensured people were involvedin decisionsabout their careneeds. People and their relatives understood how to make a complaint, and they told us they felt comfortable raising concerns. The registered manager responded to issues promptly and worked in partnership with families to plan and review care, consistent with the requirement forjoined‑up, responsive support.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to external health professionals to promote and maintain their wellbeing. Staff could assist people to attend external appointments if needed.

The provider had policies on equality, diversity and inclusion, and staff had completed relevant training. A number of staff spoke other languages and were matched accordingly with service users from the same culture This helped ensure they understood people’s protected characteristics and the importance of delivering fair and equal care.

Relativestold us they were involved in decisions aboutpeople’scare, and staff respected their choices and preferences.

The provider worked to ensure people experienced fair and equitable outcomes, recognising and responding to any individual needs that could place people at risk of inequality. Documents showed a detailed equality and diversity policy which emphasised staff responsibilities to respect and promote people’s characteristics and individuality.

People were supported to take part in activitiestomaintaintheir independence, and stay active, which improved their health, confidence, and quality of life. Relatives said people had more opportunities and enjoyed a range of activities. Staff respected people’s beliefs, culture, and identity, and made sure everyone felt included and safe to express themselves. The provider’s focus on equality and inclusion helped people receive fair, personalised, and meaningful care.

The provider strengthened person‑centred practice by developing a Palliative Care Plan for people receiving end‑of‑life support. This focused on individuals’ wishes and priorities, reducing emotional strain on people and their families while ensuring care remained dignified, compassionate, and tailored to each person’s needs.

Management ensured staff had guidance to support people through transitions and more complex decisions. They were responsive and playedan important rolein involving external professionals in people’s care.

The provider helped people plan for significant life changes, including end of life, when this was required. The registered manager explained that when people had end of life needs, a separate care plan was created to ensure wishes and needs were met. This demonstrated preparedness to respond sensitively to future needs.