My Home Care 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 service met people’s needs.

At the last inspection we rated this key question good. At this inspection the key question has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. Relatives told us staff knew people’s needs and responded to any change of their needs. A relative commented, “Where meals are concerned, staff are involved in giving them and will always advise on any favourites or dislikes so the meals can be tailored to [Name]’s current preferences.” Care plans were in place, to provide guidance for staff of how outcomes were to be achieved. However, care plans did not all accurately reflect some people’s needs. People’s care records did not always contain sufficient information about their identity, what was important to them, their personal wishes, or the relationships they wished to maintain. This limited staff’s ability to deliver fully person‑centred care. We discussed this with the registered manager who told us records were currently being updated.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. A staff member commented, “Before beginning to work with a client, we do shadowing shifts with a more experienced staff member.” People received care and support from a group of the same care staff which enabled continuity.

Staff supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. Staff empowered people to communicate so their voice could be heard. People were supported to express their views so that staff understood their preferences, wishes and choices, including those people who did not communicate well verbally.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. A relative commented, “We haven’t had to raise any concerns but would be happy to do so knowing the staff would listen and try to put thing right quickly.” Staff involved people in decisions about their care and told them what had changed as a result. A relative told us, “We have been very involved in the care plan right from the start.” The service had a system in place to seek feedback from people and their loved ones.

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and well-being. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. A person commented, “In the time I have been with them my needs have increased but staff have always been able to do a bit more and cope with the increased needs.”

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.