Individual Homecare Services

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 confirmed they were involved in planning and making shared decisions about their care and treatment, so it was centred around them and their needs.

Staff told us the morale in the team was good and they felt valued and well supported. The culture in the staff team had a positive impact on the care people received.
 

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.

People told us the service had worked with other care providers and health services. Staff and leaders told us how they worked with other agencies to make sure people’s needs were met.

The provider understood the health and social care needs of their local communities, including those with protected characteristics under the Equality Act 2010.
 

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 received a welcome pack explaining about the company, how they would get to know their staff and how to contact the office with any concerns. People confirmed they knew how to complain if they were unhappy with the care service they received. A person told us, “The carers and management are very easy to talk to and easy to contact.”

The provider had a complaints procedure to ensure any concerns were actioned in a timely way. The registered manager welcomed feedback and saw learning from any complaints or concerns as an opportunity for improvement.
 

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

People had equal access to care, treatment and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments. The registered manager ensured staff received awareness training in relation to equality and diversity which helped ensure staff understood how best to individually support people.

All carers were provided with contact numbers and clear guidance for out-of-hours situations. One confirmed, “If we need support out of hours, we have the on-call phone number and [name] is always easily contactable for staff with any worries or concerns about themselves or clients.”

Policies and procedures were accessible in the digital staff handbooks. Staff were trained to respond promptly to people’s needs and escalate concerns according to protocol, and to always ensure people’s safety.
 

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Although there was no one currently receiving end of life care, people were supported to make informed choices about their needs and plan their future care where this was relevant to them. The provider had an end-of-life policy and procedures which would guide staff in the event of this being necessary.

When people wanted to express their wishes about cardiopulmonary resuscitation (CPR), they were supported to do so, and records were kept accessible to share with professionals and emergency services.