George Springall Homecare Partnership

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 outstanding. At this assessment the rating has changed to 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.

A person told us, “Knowing they are coming in the morning is a refreshing start to my day.” Relatives told us, “It's great that we know who is coming, “ and “The care provided by the carers has been good” and “We have found the carers to be polite, friendly and caring and (person) has been very happy with them,” Staff told us, “We record our visit notes and completed checklists on our phones so that the next staff member can see what we have done,” and “Our care plans are person-centred, reflecting the unique needs, preferences, and values of each person.”

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. We received positive feedback from professionals. Professionals told us, “During my interactions I have always found the staff knowledgeable about their clients, sensitive to their needs and willing to learn in order to provide the best possible care” and “Our team have positive feedback from patients and their relatives on the standards of care.[The registered manager] is great at communicating with our team if there are concerns raised about patients care needs.” A member of staff told us, “We understand the importance of providing care that is tailored to these needs, working closely with healthcare professionals to ensure comprehensive support.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans recorded where people wished to be fully involved in communication regarding their care needs. A staff member told us, “You actively communicate and understand their mode of communication because you find that they have different ways and you must find interest in knowing and understanding to avoid miscommunication and misunderstanding, especially for those who use hearing aids.” A person told us the management had been approachable and the person had no problem contacting the management if they needed to. A relative told us, “There is great communication from everyone involved in [person’s] care.”

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 a folder for complaints and for compliments. They conducted surveys to obtain feedback from people, relatives and staff. The service also held staff meetings. A person told us they were asked, “to complete a questionnaire recently, I could have filled a book with all the positive things I have to say about the carers and the reassurance they have given me.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to a service user guide which provided them with the contact number for the on call senior manager on duty. The service user guide also guided people to contact their own GP or 999 in an emergency and that team members will assist with calling GPs, district nurses, 111 or 999 when on site. A relative told us, “Sometimes the days of the calls have to be changed…and George Springall Homecare have been very flexible with the changes.” A staff member told us, “If a service user needs a hoist but isn't available, l make sure l call the office ASAP and they are active throughout the day and night, they will advise accordingly and call the right people to get a hoist.”

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 records listed the equipment used by people. For example, walking stick, zimmer frame and profiling bed. A member of staff told us, “Service users may face discrimination or inequality due to factors like age, disability, or socioeconomic status. We are aware of these challenges and work to advocate for our service users, ensuring they have equal access to community resources and services.” A relative told us how the registered manager, “went above and beyond with the way she advocated for (person) with various bodies.”

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 told us about training for end-of-life care and, “They [people] need support until their last minutes of their life,” Care records included information on people having capacity along with goals and planned outcomes recorded.