First4Homecare 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 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. Everyone we spoke with told us they were happy with the care being delivered. People said they liked the staff and found them to be good, kind and caring. People and relatives were involved in care planning. Relatives told us they were informed about changes to people’s care. Care records showed people’s needs and preferences were documented and understood by staff who were supporting them.

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 and relatives told us the team were stable and knew people’s needs well. Relatives said on the odd occasion a different care worker would come to provide care, but the office would let them know about changes. Overall people and relatives were happy with the team and care being provided.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Each person had a tailored communication plan, and this was used by the team. Information in care plans was clear and in enough detail for staff to follow. People and relatives told us communication was good.

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 were involved in the care planning and review process. The provider created opportunities for people and relatives to raise concerns or make suggestions about the service. Feedback was sought through care plan reviews, call reviews, phone calls and emails. The provider shared several examples of feedback from people and relatives. The provider acted on feedback, for example, a person said they were not satisfied with the timing of the visits. The registered manager acted quickly to address this issue and moved the time of the call which was better for the person.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to health care professionals when required. Care records showed people had support from a range of health professionals.

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 trained staff in equality and diversity principles. There were policies and procedures to address discrimination. Care plans were tailored for each person.

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. During our assessment there was no one using the service who was receiving end-of-life care. However, the provider had a clear process to support a person with advance future planning. The provider shared an example of a person’s care plan which had included their end of life wishes. This was completed with sensitivity, and their wishes were recorded and communicated to the team. The team recognised the importance of adhering to people’s wishes.