Dignified Homecare 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 and their relatives spoke positively about the care and support they received. Care was personalised and responsive to people’s individual needs. Each care plan outlined how the person should be supported and included their personal preferences. The level of detail provided staff with the information they needed to deliver consistent and effective care.

Care plans were reviewed at least annually, or sooner if a person’s needs changed. These reviews involved the person and their representatives, ensuring their views were central to the process. Staff also completed daily notes after each visit, helping the team stay aware of any changes and maintain continuity of care.

The service used electronic care plans, accessible to staff via their smartphones. This meant updates were shared immediately, ensuring staff always had the most current information about the people they supported.

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 collaborated closely with health services, primary care, and other sectors to establish a comprehensive network of support. This approach ensured that people’s needs were addressed fully and effectively.

Additionally, the provider had systems in place to arrange timely support in response to unexpected events, such as the early discharge of a person from the hospital.

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

The provider ensured people, their relatives, and relevant professionals received timely and accurate information about care and support arrangements. Information was shared in a clear and accessible way to help people understand the services available to them and make informed decisions. This supported coordinated care and enabled prompt action following unexpected events, such as early discharge from hospital, ensuring continuity of support and reducing potential risks.

Information on how to communicate with people was included in their care plans. For example, there was guidance for staff to follow with a person as they had a speech impairment.

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 were encouraged to share their views and were given meaningful opportunities to contribute to decisions about their care and support.

Our discussions with staff, along with a review of records, showed that people were able to make choices and were actively involved in decisions about their daily lives. Staff demonstrated a strong understanding of the care needs of people they supported.

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

The service was committed to ensuring that all people had fair and equal access to care and support, regardless of their background, personal circumstances, or level of need. Referral, assessment, and admission processes were transparent and applied consistently to promote fairness.

Staff were trained to recognise and remove barriers that may prevent people from accessing services. People and their relatives reported that the service was accessible, responsive, and flexible to their individual needs. Feedback mechanisms were in place to ensure that any concerns about access were listened to and acted upon, supporting the service’s commitment to inclusive, person-centred care.

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 ensured that all people experience consistent, high-quality care, regardless of their background, needs, or circumstances. Care plans were personalised to reflect people preferences, cultural needs, and any specific requirements, helping to ensure equitable outcomes for everyone.

Staff promoted fairness and inclusivity in the delivery of care. The management team monitored outcomes to identify and address any disparities, ensuring that everyone received the support they needed to achieve their goals and maintain their wellbeing.

People and their relatives reported feeling valued, respected, and treated fairly. Feedback mechanisms were in place to ensure that any concerns about unequal experiences were addressed promptly, reinforcing the service’s commitment to equity and continuous improvement.

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 service had effective plans in place to ensure it could continue to provide high-quality care in the future. The management team regularly reviewed the needs of people using the service, workforce requirements, and the wider health and social care context to inform strategic planning.

Risk assessments and contingency plans were in place for emergencies, staff shortages, or unforeseen events, helping to maintain safe and consistent care. The provider actively considered how to respond to changing needs, service developments, and evolving best practice guidance.

Staff were involved in discussions about future plans and service improvements, helping to ensure that people’s needs and preferences were central to decision-making. The provider and registered manager demonstrated a commitment to continuous learning, innovation, and quality improvement to enhance outcomes for people.

The registered manager informed that none of the people using the service required end of life care at the time of our assessment. Staff had the knowledge and skills to care for people who were approaching the end of their life.