Pleasant Home Healthcare Limited

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.
Information written about people was person centred, detailing information about them which included their histories and about the things which were important to them now.
The registered manager told us how through an initial assessment they found out about who the person is and what they want as well as the care they needed. They told us how this information is regularly reviewed with people and their families to ensure any changes are recorded.
A person receiving care told us, “I am fully involved in the care plan, any changes are updated with me regularly. I couldn’t manage without the carers; I would recommend them to anyone, and the manager is easy to talk to. They come out to review my needs, the whole company is very good and my needs are very well met”.
 

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. They worked in partnership with local health and community services and knew how to efficiently access services people needed. For example, the registered manager told us how through the use of a referral process they were able to acquire the support of such services as district nurses, occupational therapists and physiotherapists.
A professional we spoke to told us, “When I needed further information, my queries were addressed promptly and efficiently which helps people get the care they need.”
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
As part of the referral process the provider made sure they knew people’s preferred method of communication and were able to understand them. They had information available in a range of formats for people who spoke languages other than English as well as information such as brochures which were in picture format. The provider also created information in accessible formats for people to offer feedback such as an accessible complaints policy and feedback forms.
The provider had recruitment policies in place and made every effort to employ a diverse workforce from their local community. Staff spoke a range of languages to match their client group’s needs.
 

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 sought regular feedback from people they supported as well as undertaking an annual survey to find out how people felt about the care they received.
People and their families told us they felt they were listened to and involved in the care provided. For example, a family member told us, “I am fully involved in the care plan, any changes are updated and I receive regular updates from the manager which works well. I am informed if there are concerns around [family member]. We have recently increased their hours at weekends. It’s very reassuring to receive the updates”.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
The provider helped people access the services they needed and where necessary did this on their behalf to make sure they got the care they needed. Where possible they also supported people to access services for themselves when required which helped maintain people’s independence.
A person who received care told us, “They will help me get appointments and if needed will do it for me. Their communication is very good, and they always keep me and my family informed.”
 

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 supported people to achieve positive outcomes. For example, they told us how they supported a person living with dementia to access a singing group at their local church. This meant the person was able to sing along to songs they enjoyed as well as being able to be with others from the same faith.
A family member we spoke with told us how the involvement of Pleasant Home Healthcare Limited has meant for them as well as their loved one. They told us, “Since the carers have been involved it has made it all so much easier for all of us. They [the provider] have given us all so much reassurance and this has taken so much pressure off all our lives.”
 

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 providers care plan included information about support people might want at the end of their lives and those they may want with them at such a time. People were invited to share as much information in their end of life plans and were respected when some did not want to discuss it.
The provider was not supporting people with end of life care at the time of our visits. However, they told us they are able to do this and in the first instance would carry out an assessment to find out what people needed and wanted. They told us they would listen to the person and would support them to seek spiritual guidance if they wished. They told about the support they have offered when supporting people at the end of their lives. This support ensured people were comfortable, receiving the care they needed and stayed in contact with the people who were important to them.