Caring Heart and Hands 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.

People received care that was person‑centred and reflective of their individual routines, preferences, communication needs and life histories. Care plans were detailed and written in an accessible, first‑person style, setting out what mattered to people and how they wanted to be supported.

Staff demonstrated a good understanding of people’s emotional needs, including the importance of reassurance, familiar routines and predictability. This helped staff provide consistent and compassionate care that met people’s individual needs.

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 with a range of care needs were supported by the service. Staff worked closely with visiting health and social care professionals to ensure support was tailored and met people’s individual needs.

This included working with specialists such as dementia professionals, speech and language therapists and dietitians. This joint working helped ensure people received coordinated care and appropriate support in line with their assessed needs.

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 with a range of care needs were supported by the service. Staff worked closely with visiting health and social care professionals to ensure support was tailored and met people’s individual needs.

This included working with specialists such as dementia professionals, speech and language therapists and dietitians. This joint working helped ensure people received coordinated care and appropriate support in line with their assessed needs.

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

The provider supplied information to people in a range of accessible formats to meet individual needs. Information was available in different languages, font sizes and audible formats, and could be accessed through the provider’s app. This helped ensure people could understand information in ways that worked best for them.

The provider also kept people and staff informed through regular newsletters, which were sent out every 3 months to people using the service and staff. This supported good communication and helped keep people updated about the service.

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.

The provider gathered feedback from people who used the service through regular surveys. This gave people an opportunity to share their views and experiences of the care and support they received.

Staff were also encouraged to share their views through staff surveys. We saw evidence that feedback was reviewed and used to inform actions and improvements. This demonstrated that leaders listened to feedback from people using the service and staff and used this to support continuous improvement.

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

Staff and leaders ensured that people received timely support and that any changes in people’s needs were responded to appropriately. We found no evidence of delays, barriers or inequality in people’s access to care. This helped ensure people received the support they needed, when they needed it.

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 had an equality and diversity policy in place, which set out their commitment to promoting fairness, inclusion and respect for people and staff.

Equality and diversity were also covered as part of staff induction training. This helped ensure staff understood their responsibilities in relation to respecting people’s protected characteristics and supporting inclusive, person‑centred care.

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 supported people to plan for future care needs, including end‑of‑life care. End‑of‑life training was available for staff, and some staff had completed this training, which helped build knowledge and confidence in supporting people sensitively and appropriately.

Where people were receiving end‑of‑life care, individual end‑of‑life care plans were in place to guide staff and ensure care reflected people’s wishes and preferences. For people who were not at the end of their life, staff offered opportunities to discuss future care wishes. These discussions were documented within care records, which helped ensure people had time to make informed decisions about their future care.