Victoria Home Care Solutions

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.

People and relatives felt fully involved in decision making and choices and the provider truly worked in partnership with people, so they were at the centre of their care. One person said, “These ladies (staff) are not just here to do a job they are here to see you, make you feel comfortable, and cheer you up.”

The registered manager and staff were very knowledgeable about people’s individual wishes, preferences and needs, this was not always effectively reflected in people’s care plans, but the registered manager was reviewing documentation to address this.

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, relatives and staff told us that there was a good understanding of people’s varied care and support needs. People experienced care that was flexible and the provider was happy to accommodate people’s appointments or other requirements to support continuity of care and in line with people’s choice and preferences.

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

We saw information in care plans on specific communication support needs was clearly documented which supported staff to effectively communicate with people. At the time of the assessment the registered manager told us they weren’t providing information to people in an alternative format to meet their needs, but they were going to provide one person updates in larger font to support with accessible information for an individual with a visual impairment.

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 knew who to direct any concerns or complaints to and they also told us they had spoken with staff about issues that they had addressed with the registered manager on their behalf. The provider was reintroducing a more structured way to secure regular feedback from people to support with ongoing improvements to the service. However, people did tell us the registered manager asked them for feedback when they visited or spoke to them on the phone.

One person told us, “[Registered manager] often calls and asks if everything is to our liking and comes out occasionally with staff as well when there’s holidays. They will have a chat and ask if everything is ok.”

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

People and relatives had no concerns regarding access to care, support and treatment being accessible as and when it was needed.

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 registered manager and staff understood and supported people to overcome potential barriers that could prevent them from accessing the support and treatment they needed and impact positive outcomes. Staff spoke with us about a person who was living with the aftereffects of a stroke, they understood what support the person needed, for example making phone calls on their behalf to arrange appointments. This was also clearly recorded in their care plan.

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.

We saw, where appropriate and in line with people’s wishes, they had an end-of-life plan in place detailing their wishes. We also saw that advance decisions were recorded. For example, one person had a RESPECT form in place, this was clearly documented in their care plan as well as the location in their home, so it was easily accessible to staff or emergency services if required. We also saw that people’s care plans had been reviewed and updated after a hospital admission to ensure it was current and continued to reflect the persons wishes.