Dementia Care & Support at Home 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 service made sure people were at the centre of their care and support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans showed a good level of person-centred detail, showing staff had worked with people and their families to ensure their wishes and feelings were recorded. People and those important to them were actively involved with decisions about the care and support which they received. The service ensured people were at the centre of their care and support choices. Any changes in people’s needs were responded to and reflected in relevant electronic systems.

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 service treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service recognised and celebrated the diversity of the individuals they supported, often going above and beyond what was expected from the day-to-day care package. For example, people were supported to celebrate significant birthdays and occasions, and for people of faith, additional supported had been provided to attend their place of worship.

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

People's care plans took into account their communication needs including sight, hearing and speech, as well as any sensory aids required such as glasses, or hearing aids. Interpreter services could be accessed as needed for people whose first language was not English. Documentation could also be provided in large print for anybody that needed it.

The service enabled people to share feedback, or raise complaints about their care, and support. Staff involved people in decisions about their care. Records showed that where complaints had been logged there were actions taken to try to resolve them. Most people felt listened to. Comments from people included, “I know how to complain I have never needed to I am confident I would be listened to if I had any concerns”; “No complaints but I’m sure that if I had they would sort them out. Yes, I would recommend - they are good and [member of staff] is excellent”; and “I have phoned the office when the carers are running late this is mainly on a Sunday, they always answer the phone and if I have any concerns. I know the manager they are very good and helpful to me”.

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

People had access to external health professionals to promote and maintain their wellbeing. Staff could assist people to attend external appointments if needed.

Staff understood the importance of learning lessons from safety events and taking action to embed good practice. This included staff checking people’s care plan and risk assessments prior to each care call visit.

Critical information was shared with staff timely and followed up via team meetings and individual one-to-one meetings. This helped to avoid miscommunication.

There had been learning following the findings of the previous CQC inspection. Efforts had been made to make the necessary improvements needed. The registered manager was open to our feedback and demonstrated a willingness to continue to improve.

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. At the time of the inspection no-one was at the end stages of life. If this was the case, the registered manager told us staff would continue providing personal care, working alongside other health and care professionals such as district nurses and/or palliative care professionals.