My Homecare Crowborough

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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide 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. Care plans were generally presented in a person centred way concentrating on the person and what they can achieve for themselves. For example, some people were able to complete some personal care tasks, such as brushing teeth, washing hands and face but then needing support with other aspects of washing. However, some areas of care plans were presented as lists which were ticked and lacked some commentary that would make them more specific to the person concerned. This was discussed with the registered manager who agreed and began the process of reviewing these areas and updating care plans to make them more person centred in these areas. An example were lists of medicines. There was nothing written about how people preferred to take their medicines or the levels of support needed. This was addressed by the registered manager.

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. Some people lived with catheters for example. These were monitored, checked and maintained by care staff each day but community nurses worked with the service to ensure thorough cleaning and changing of equipment took place regularly. Some people were at risk of developing pressure sores due, in part, to limited mobility. A professional told us, “We provide carers care plans for them with advice about repositioning and skin care to help prevent pressure ulcers and they are generally good at following our advice. They are prompt at alerting us to concerns they have about their clients and attend professional meetings as requested.” People’s care choices were respected. People were able to choose male or female carers, the times of care calls and the levels if support the 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. Although this was not currently produced in an easy to read format, the service had the capacity to do this if required. 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 a good outfit” 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, “With people who are non-verbal we repeat questions and use body language. Sometimes can write down things for them. We get to know people well.”

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, “The best thing about the service is that whenever any issues are reported, they are resolved very quickly” and “I raised a concern in the past when the carers were not knocking before entering my home, I highlighted this to the service and since then the carers announce themselves before entering my home.” 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.

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 professionals 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 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. People were treated fairly, proportionately and according to their needs and wishes. People with complex support needs were given more time during care calls to make sure all of the required support was given. Some people were supported with attendance at clubs for example dementia lunch clubs. Others were supported with occasional shopping trips and visits to the gym. Relatives managed the majority of these excursions but staff would always help when needed and more time was allotted to calls as required.

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 no people being supported with end of life care however, there had been previously. 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. Most people has ReSPECT forms in place, Recommended Summary Plan for Emergency Care and Treatment, which documented these wishes. Similarly, 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.