HIL CARE (EAST YORKSHIRE) 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. People were provided individualised care and support. Care plans were person-centered and reviewed on a regular basis. Staff communicated well with each other, which ensured all staff had up to date information about people. The provider and all staff shared a passionate commitment to developing a sense of belonging and community. People were supported to make links in the wider community and there was a great focus on community-based activities. Activities were tailored to meet people's individual needs, preferences and interests. Staff had a positive approach to finding activities that were not just fun but also helped people to improve confidence, develop friendships and maintain their self-identity.

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. The provider and staff liaised with groups within the local community. Staff supported people to attend community projects and supported one person to secure a volunteering role within one of the groups.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans contained clear information in relation to people's communication needs. Staff communicated with people in their preferred way. The provider ensured information was provided in an accessible format to meet people’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. People and their relatives were provided opportunities to raise concerns. A relative told us, "We have regular meetings, discuss ways forward. The staff and management are very approachable, we have group chat with the staff so we can have open communication at all times." The provider newsletter provided information to people and their relatives about the running of the service and what was available to them. Feedback surveys were provided to people and their relatives. These had recently been completed and at the time of our assessment the provider told us that they planned to complete an analysis of the responses received.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were provided with individualised care and support. People were able to access external health services without delay and the service worked with external professionals such as specialists’ nurses and community nurses to support people. The provider operated an on-call system which supported people, relatives and staff to gain support at any time.

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 service did not discriminate and worked with people and their relatives to provide appropriate care in line with people's protected characteristics.

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.