Chenai Holistic Home Care Agency Ltd

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 questionrequires improvement. At thisassessmentthe rating haschanged togood.This meant people’s needs were met through good organisation and delivery.

The service was previously in breach of the legal regulation in relation toperson centred care. Improvements were found at this assessment, and the servicewas no longerin breach of thisregulation.

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 records reviewed demonstrated a person centred approach that reflected people’s individual needs, preferences, and wishes. People and relatives spoke about regular reviews and contact from the office, with 1 saying, “The office staff come to do a review to make sure things are going OK.” Another relative added, “[Staff] come around to update things frequently.” This helped people and their families feel involved, informed and confident that changes in needs would be identified and responded to appropriately.

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 aimed to provide continuity of care by managing staff rotas, so people were supported by the same and familiar staff. People benefited from flexible care arrangements that supported continuity and respected individual routines. A person told us, “I usually have the same carers. Four or five times a week I get on with them all.” A relative added, “We get the same [staff], and we get to know them and trust them implicitly.” Overall people and relatives told us continuity had improved and where minor concerns were expressed this was followed up by the provider.

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

The provider had systems in place that enabled people, and where appropriate their relatives or representatives, to access their information if they chose to do so. This included access to care plans and records through the provider’s electronic care system, which supported transparency and involvement. People were able to view their information at a time that suited them, and staff explained information when required to ensure understanding. A relative told us, “It's a small staff team with slight variation. We get a rota every week, so now we know who's coming. It's on the app.”

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 told us they knew how to raise concerns and felt confident contacting the office or management if needed. A person told us, “If I was concerned, I would ring the office, I’m sure they would deal with it,” Another person said, “If there are any problems, I let [staff] know.”

Relatives also described having access to complaints information and clear routes to give feedback. A relative shared a previous complaint had been addressed, stating, “I did complain in the past, but not in the last eight months. There’s been a very noticeable difference.”

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

The staff team changed people’s support to better meet their needs, working in conjunction with the local authority and other health and social care professionals. People and relatives gave examples of staff responding promptly to changes in needs and coordinating with external services. A relative told us, “[Family member] needed a profile bed. The carer was so helpful with this. The office got involved, and the occupational therapist was here within a day, and within four days we got the profile bed.”

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 provider worked to achieve equitable outcomes by recognising people’s different needs, circumstances and protected characteristics, and by providing care that was tailored so people could achieve similar outcomes in safety, wellbeing and independence.

The registered manager said, “I will match the auditing of care plans against the assessment to ensure I am offering fair treatment to everyone and that it is achievable.”

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 had an end of life policy in place, and staff had completed relevant training to support this area of care. Care plans reflected people’s wishes and preferences about future care and support. Although no one was receiving end of life care at the time of the assessment, the provider had supported people at the end of their life previously and staff demonstrated they had managed this appropriately and sensitively.