Right at Home Eastbourne

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 and support to people was delivered in a person centred way. People and relatives told us that they were put at the centre of any tasks, activities or decision making and that they felt well supported. Comments included, “I told them how I want my care,” and “They know me and listen to me, really good staff, I trust them.”

Care plans were written in a person centred way concentrating on the person and what they could achieve for themselves and contained information about what was important to them, including family and friends.

People received care and support that was personalised to their needs and choices because staff knew them well. Care plans had been developed with people and where appropriate their relatives. Care plans included details that enabled staff to provide the care and support people required and chose. For example, they included details of people’s routine, how they liked care provided and where items needed to support the care, such as where clothes, were kept. This helped ensure staff knew about the person before they provided care.

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 worked well with other health and social care professionals to make sure people received the support they needed, support that sometimes reflected the complex care needed.

For example, some people lived with catheters (a tube that helps them pass urine). These were monitored, checked and maintained by care staff each day but community nurses worked with the service to ensure thorough cleaning and ensuring the changing of equipment took place regularly. Some people were at risk of developing pressure sores due, in part, to limited mobility. Care plans contained information for care staff to follow to promote healthy skin.

People’s care choices were respected. People were able to choose male or female carers, the times of care visits and the levels of support they needed. Subject to some unavoidable changes in staff, these requests were generally upheld.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information relating to their care and to the wider picture concerning the service. A newsletter was produced regularly and sent to people and their loved ones, and this gave information about new staff, and events or changes in the service. People told us of positive communication links. Comments included, “We get the weekly rota emailed every Friday and I print it and hang it up. They are organised and helpful,” and“The service is well managed, we are kept informed of any changes, and they address issues promptly.” Staff were able to tell us how they adapted requests and conversations according to people’s needs. A member of staff told us, “We do support people who are non-verbal, we know to speak slowly and repeat questions so that they have time to understand, we also use body language. Sometimes we write down things for them. We get to know people well.” We received feedback from a health professional, who works alongside the team with a person who did not use verbal communication. Their comments included, “My client values the way that the staff speak with them appropriately and respectfully.”

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. Processes were in place for capturing, recording and dealing with complaints and minor concerns or issues. We saw documents relating to complaints and the steps taken by the registered manager to resolve issues. These were completed within timeframes that were stipulated within their service policy. Complaints were resolved and where things had gone wrong, apologies were made.

People and their relatives told us they knew the process of how to complain or raise issues, and they were confident that they would be listened to and steps taken to resolve concerns. Comments from people included, “Any issues are resolved very quickly” and “I talk to the office if I have a problem, but this is rare, but they deal with things quickly.”

Similarly, staff knew the steps to take when concerns were raised, telling us they would firstly make sure people were safe and then report the issue on to the registered manager.

A health professional told us, “I have attended periodic review meetings arranged by the manager, we shared a concern, and both my client and myself were very impressed by the professional and non-defensive way in which they responded to this enquiry concerning practice and protocol. The practice and transparency facilitate working in equal partnership with my client, placing their rights and dignity at the centre of practice.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The positive working relationship between the service and professional partners meant that people had access to the support they needed and there were no delays in receiving that support. Professionals confirmed regular contact with the service and registered manager when people needed help. Links with the local authority Adult Social Care team were strong with one professional telling us, “(Registered manager) is very professional and when carers report any concerns regarding clients in the community, they will report to adult social care. I am aware that if there are any changes to clients’ needs, we are informed. (Registered manager) would also contact GP and Community Nurses and inform us if equipment is required or a review of care package.”

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 made adjustments to meet a range of communication needs, including supporting people living with dementia or those who had lost verbal communication. One health professional told us, “The staff have told me how the person best communicated and their needs on the first time I visited them.”

Staff demonstrated patience and adaptability, ensuring people were understood and involved in their care regardless of their communication abilities. This reduced the risk of people experiencing inequality in how care was delivered or outcomes achieved.

Staff worked alongside other health and social care teams to ensure people were not subject to inequality or discrimination due to their age or disability. They supported them to receive the appropriate care and support by building relationships with people, their families and those who could support them. Staff understood how to speak with people to support their specific needs and knew the best way to enable people to participate in decisions about their experience of care.

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.At the time of this assessment there were two people who were being supported on a continuing Health Care End of Life pathway. In regard to End of Life care, one family had sent the provider positive feedback which stated, “The warm, friendly and professional care your staff all provided for her made the end of her life as comfortable and peaceful as it could have been.” Staff had completed end of life training and knew about the important aspects of supporting people and their loved ones at that time of their lives. Discussions were had with people about making advanced decisions about their future care and support where it was appropriate. Most people had ReSPECT forms in place, Recommended Summary Plan for Emergency Care and Treatment, which documented their wishes. Some people had consented to completing DNACPR documents, Do Not Attempt Cardiopulmonary Resuscitation. These documents helped healthcare professionals understand people’s wishes for future support. The registered manager showed us how they managed these important documents to ensure they were available for emergency health situations.