Holderness Home Care 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.

Care plans contained personalised information to guide staff in providing care that respected people's choices, promoted dignity and reflected their preferred way of living. Records showed support was adapted to individual circumstances, with clear guidance to help staff provide consistent, personalised care.

For example, care records demonstrated how support was arranged to enable one person to maintain familiar routines and continue living in their preferred home environment.

The Registered Manager told us care was designed around each person and reviewed regularly to ensure it continued to reflect peoples wishes and current needs.

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 experienced coordinated care and support which promoted continuity and consistency. Care plans were reviewed and updated to reflect changes in people's needs, ensuring staff had access to current information and guidance.

Daily records demonstrated effective communication between care staff and management. Staff recorded the care provided, observations made and any concerns identified during visits, supporting timely responses and helping to ensure care remained responsive to people's needs.

People also benefited from continuity in staffing arrangements, which helped staff develop positive relationships and a good understanding of individual needs and preferences.

One relative told us, "There is always someone available to contact and care has always been delivered."

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

The Registered Manager told us people, and their relatives were encouraged to contact the office whenever they required support, information or reassurance. Systems were in place to ensure enquiries and concerns could be discussed promptly and addressed appropriately.

People spoke positively about the accessibility of the service and the support provided by office staff. Feedback received indicated people found the service approachable and were confident contacting the office for advice, guidance or assistance.

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.

People and relatives were encouraged to share feedback and raise concerns. Complaints procedures were available and people told us they felt listened to when discussing their care.

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

Arrangements were in place to ensure support remained available when required, including out-of-hours contact arrangements for emergencies and urgent concerns.

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.

Policies relating to equality, diversity and inclusion provided guidance for staff and reinforced the provider's expectations regarding respectful and inclusive care. Care records contained personalised information to help staff understand people's individual preferences and ensure support was delivered in a way that respected their values and choices.

People consistently provided positive feedback about the way staff treated them. One person told us, "All staff treat me with dignity and respect and take the time to listen to what I have to say."

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.

Records reviewed showed important decisions regarding healthcare and treatment preferences had been discussed and documented. For example, one person's records included a ReSPECT (Recommended Summary Plan for Emergency Care and Treatment) document, ensuring staff and healthcare professionals had access to clear information about the person's wishes in the event of an emergency.

Care plans also contained details of important support networks and emergency contacts, helping to ensure appropriate action could be taken when required.

The Registered Manager told us future planning formed part of regular care reviews and was revisited whenever people's needs or circumstances changed. This helped ensure care and support arrangements continued to reflect people's wishes and preferences.