A1 Home Care Also known as A1 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 were detailed and personalised. People and their relatives told us they were involved in their care plan reviews and kept up to date with any changes to needs. People and their relatives told us they felt their needs were always considered. One relative told us, “I feel that [relatives] wellbeing matters to the carers and the service. I feel that the service puts the people they care for first”

Feedback we received was positive around people being treated in a person-centred way. Comments we received included, “They make sure that all my needs have been met before they leave. They don’t simply finish what they have come to do and leave; they check whether there is anything else I need.”

Staff spoke positively about treating people in a person-centred way and described how they supported people by adapting their approach if they needed to. One staff member told us, “I feel that our service is rather unique in that we also offer a service to take service users shopping, do their cleaning and give them extra support that they may not receive from other care companies.”

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.

There was good continuity of care at A1 Home Care, and the staff knew people well. One relative told us, “They try to keep the same carers coming in, so [relative] has good continuity of care.” One person told us, “The carers know me. It’s more like having a friend.”

People’s records were kept up to date and information was shared appropriately with other health care professionals when required.

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

Care plans we reviewed clearly documented people’s communication needs, including if they required any additional support including changes in vision or hearing. The provider had a sensory champion who completed referrals when required and a dementia interpreter who also provided guidance and support to ensure people’s needs were being met.

The registered manager was aware of their responsibility to meet people’s communication needs and make information accessible under the accessible information standard (AIS) where required. The AIS is a legal requirement for organisations providing NHS and adult social care support to ensure people are provided with information in formats that support their specific needs, for example in easy read formats or larger print.

Staff confirmed they were kept up to date with any changes to people’s care and support needs. Feedback we received from people and their relatives confirmed that they were involved in reviews of care plans and risk assessments and with any changes to needs. People and their relatives, where appropriate, had access to the electronic care notes. One relative told us, “I’m able to use the app to keep up to date with [relative's] care and see what the carers are recording.”

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 provider welcomed feedback from people and their relatives and the feedback we received was positive about being listened to. One person told us, “I feel reassured that if I need something, I can contact the service, and they will try to help.” Another person told us, “I find the service helpful and approachable.”

The provider had a complaints and compliments policy in place, and this was made accessible to people and their relatives, including confirming with people during reviews that they were aware of how to make complaints or suggestions. Concerns were dealt with in a timely manner and actions taken to rectify any issues. One relative told us, “When we raised the issue, the deputy manager asked if we wanted them to come out straight away, and they did. They came out within about ten minutes, sat with us and listened while we explained all of our concerns. We were able to say everything we needed to say and I felt that they really listened to us.”

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

People were supported to access the wider community when required and supported with maintaining important relationships. For example, A1 Home Care had supported one person with being able to view a family members wedding online. The care team arranged for the person to watch the wedding via live stream and celebrate with food and drink.

People had been referred to and supported to access health care professionals when there had been concerns about their health.

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.

Assessments and care plans contained details around peoples’ individual preferences, for example cultural or religious backgrounds and other protected characteristics. The provider ensured people were supported to have equitable outcomes.

Staff had completed training in equality and diversity, and staff understood people had a right to be treated fairly and equally.

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.

Care plans documented people’s wishes and preferences around their end-of-life support and contained documents relating to end-of-life care such as PEACE plans (Priorities for Care and End of Life) and RESPECT document (Respecting a Person’s Choice, Empathy and Support for the Terminally Ill). Care plans also documented if people had do not attempt resuscitation (DNAR) decisions in place as required and A1 Home Care worked in partnership with services, such as hospice at home, to ensure people were supported with end-of-life care and support.