Home Instead East Dorset & Blandford

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 79 (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 was exceptional at making 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 told us staff had outstanding skills, and an excellent understanding of their needs to ensure they were at the heart of everything staff did. For example, when the provider identified a need to improve people’s access to footcare, they arranged for staff to undertake specialised training. This positively impacted on people using the service. One relative said, “It’s been lot easier than getting [loved one] to the local chiropodist and meant they were dealt with by someone they knew and trusted, in their own home.” People and their relatives told us they were involved in care planning and could access the electronic care planning system to see in real time how the person is and the care that has been delivered. Care plans were regularly reviewed to ensure information was current and up to date.

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. Care staff confirmed they were always introduced to new people before they commenced providing care for them and they had a high level of continuity in the people they supported.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves. The provider said, “All of our documents can be made available in a variety of formats such as large print, braille, spoken version, we have different coloured paper to print on to support visual impairments.” A relative told us, “My relative is profoundly deaf; staff have dealt with it very well. They don’t treat [loved one] like they lack capacity and have a device they can write on if they need to, it makes a difference.”

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. Feedback was regularly sought through regular touch point calls and quality survey questionnaires.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the provider and office staff showed they understood how to access specialist health or social care support should this be required.

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 and family members were positive about the care and support they were receiving. Staff and managers expressed a commitment to ensuring people did not face discrimination and had equal opportunities.

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 our assessment people using the service did not require end of life care. The provider told us people were supported to plan for their future during the initial assessment. We had a discussed around ensuring assessments and reviews included support for planning for life events other than end of life.