Happy Valley Home Care 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.
This included how people preferred personal care to be provided, their food and drink choices, important relationships and how staff should promote their independence. Staff knew people well and provided care through small, consistent teams. One person said, “They are really flexible and they come in and have a bit of a chat and a laugh. They support me to keep my independence as long as possible.”
 

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.
Rotas showed people were regularly supported by familiar care workers and that 2 staff were allocated where required. Support was tailored beyond personal care and included shopping, social support, household tasks, appointments, medicines collection and welfare checks.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People’s communication needs were recorded in their care plans. These included guidance about hearing loss, visual impairment, memory difficulties and how staff should communicate clearly, reduce background noise and check people had understood. Staff received changes to people’s care through the electronic care system, messages from the office and updated paper care plans in people’s homes. People said communication was a 2-way conversation and they received information about who would visit them. One person said, “I always get the rota one week in advance.” Staff also kept relatives informed about changes in people’s health, wellbeing and recommended care.
 

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 knew they could speak with their care worker or contact the office, including through the service’s 24-hour telephone line. People and relatives described regular spot checks as an opportunity to discuss their care, change their visit schedule and raise concerns. Everyone who gave feedback knew how to raise an issue and said the office responded when contacted. Complaints were logged, investigated and followed up through calls, visits and discussions with staff.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People received flexible support to attend appointments and access the community.
Staff supported people to access dentists, GPs, district nurses, occupational therapists and emergency services. Professionals confirmed staff contacted them promptly when people’s physical or cognitive health deteriorated.
 

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.
Care plans identified how age-related conditions, dementia, sensory impairment, reduced mobility and other health needs affected people’s daily lives. They included personalised communication guidance, equipment, routines and the level of assistance each person required. Staff respected choices that could involve risk, including decisions about mobility aids, hearing aids and personal care, while continuing to offer encouragement and monitor wellbeing. People were supported to remain at home, retain independence and receive care through familiar staff. People and relatives gave consistently positive feedback about the way staff adapted support to their circumstances and involved those important to them.
 

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.

Care plans recorded people’s personal goals and desired outcomes. These included remaining in their own homes, maintaining independence, preserving dignity and reducing the risk of falls. Reviews considered changes in health and mobility, and records showed that care arrangements were adapted when people required less support, additional visits or extra staff at their care calls. Staff described supporting people during deteriorating health and at the end of life, working with families and health professionals to help people remain comfortable in familiar surroundings. People were reassured that their support could increase again if their needs changed.