Aims Homecare Limited - Leatherhead

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 spoke positively about how they were supported. The manager told us, “Every care plan has a section on what the person can do for themselves. Staff must read the care plan before their first call with anyone new, and we check this at spot checks and in supervision.” Staff had received training in person centred care.

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 manager said, “We support family and unpaid carers by keeping them informed with consent, being flexible where we can, and making sure they know about respite and their right to a carer’s assessment” and “We plan rotas for continuity, so people see the same small group of care workers. Where we must send somebody new, we tell the person in advance and make sure that care worker has read the care plan first.” People spoke positively about the staff who supported them and felt they knew them well.

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

People and relatives said their communication needs were met. The manager commented, “To ensure we meet the Accessible Information Standard, Aims Homecare has established a comprehensive approach that embraces several key strategies.” This included identifying communication needs and recording these, flagging where there are specific communication needs, sharing information on a need to know basis, and meeting needs in an accessible format.

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 relatives said they knew how to complain and felt they would be listened to.

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

Leaders supported people to access healthcare services when the need arose. People had information about the equipment they used in their care plans to safely access their environment.

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. Staff had completed equality, diversity and inclusion training. The manager said. “We record equality information for the people we support and for our staff, and we look at whether anyone is getting a poorer experience or outcome rather than assuming they are not.” People and relatives did not raise any concerns about inequality.

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.

Information about people’s end of life wishes was limited in their care plans. The manager commented, “We do not avoid these conversations, and we do not force them either. We follow the person’s lead, and we come back to it.”

However, care plans did state where people had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms in place. Staff had received training in end-of-life care.

One relative commented, “All carers have shown kindness and respect” [when supporting their family member at the end of their life].