1 Homecare

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.

Care plans were holistic and took account of a wide range of issues. Important information about people’s lives and daily routines were captured, for example care plans reflected people’s faith and how they practised these, such as daily prayers. Care plans considered what people wanted to achieve and their long-term goals, and what staff could do to support this. The provider was flexible in their approach and changes could be made to care packages to accommodate people’s lifestyles and routines.

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 provider employed a diverse workforce who had good knowledge about the local community. Leaders involved people they supported in the recruitment process to make sure people felt included and in control of their care provision. Staff completed training in relevant topics such as awareness of learning disabilities and autism, and dementia.

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

The provider could adapt information, policies and guidance into different formats such as large print or braille and had used translation services in the past. The company had commenced a contract with an electronic care planning service which could produce information in different languages. Many staff could speak more than 1 language and supported people whose first language was not English effectively. Written information was stored safely and securely, and staff completed relevant training in data privacy.

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.

There was a complaints process and policy and the provider shared compliments received with staff. Some people raised low level concerns via their staff members which were usually resolved in a timely manner. The service had not received any high level or formal complaints. The registered manager sought feedback from people and relatives via annual surveys and spoke to people during regular spot checks at their homes, and telephone reviews. People said when they raised anything the registered manager dealt with it quickly and effectively.

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

People told us they could rely on the service and individual staff members. The provider was able to respond to people’s needs quickly and flexibly and could accept packages of care in an emergency situation. People and staff could contact managers out of regular office hours easily. Care plans considered people’s mobility needs and staff could support people with their moving and handling equipment.

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.

Leaders and staff understood that people they supported may face discrimination, for example when accessing health services and could advocate for people. Some relatives told us about difficult situations they faced when social care funding transferred from children’s services to adult’s services and felt supported by staff during this time. Care plans considered protected characteristics, for example support and adaptations required for people with a physical disability. Staff completed relevant training around equality and discrimination.

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.

The provider was experienced at supporting people who were at the end of their lives and relatives spoke highly about care received during these times. Feedback from families included that staff seemed well trained, and provided sensitive care, respecting individual wishes. A relative told us it provided the family with much needed respite as they had confidence that staff knew what they were doing. Staff completed end of life training and took account of issues like religious and cultural customs and practises. Needs were captured in advanced care plans which staff took the time to read and understand. Staff told us they felt it was important to build a rapport with people and relatives during difficult periods.