Homecare Alliance 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 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.

There was open communication between people and staff to ensure the service continually met their needs. When changes were evident, either increased or decreased needs, the service supported people by sharing these with care commissioners where relevant.

The service made sure all relevant agencies were involved when people’s needs changed and acted to ensure people’s voices were heard.

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 knew the local area and services well and were therefore able to connect people to local services, such as day centres.

The service ensured continuity of staff for people which people told us supported their wellbeing. The service worked with local services to ensure they had access to the right support when needed.

Partners told us, “Where people's needs have changed, the service seek input from relevant professionals and funding bodies as appropriate.”

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

Information was tailored to people’s needs. Where possible staff were assigned to people with similar cultural backgrounds and languages. Information was delivered in ways relevant to individual needs. This may include larger print or in a language other than English but for some people this meant information was given verbally rather than written to ensure it was understood. Delivering verbally also allowed information to be shared conversationally and encouraged questions.

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.

The service had a clear complaints procedure which was shared will all people when care delivery began.

People were given opportunities to feedback through formal means, such as surveys or following the complaints procedure. In addition, care coordinators made regular contact with people to ensure the service was meeting their needs and encouraged ideas for improvement as well as what was working well.

When complaints were received, people were kept informed about measures to resolve concerns and provided with details of outcomes.

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

People were supported to obtain the care and support they needed with prompt and relevant referrals from the service to external agencies. This included health and social care teams as well as community services.

The service adapted well to changing needs of people and supported them to ensure care suited their needs and preferences at all times.

Partners told us they were able to contact the service when needed without difficulty and they provided information and attended meetings were relevant.

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 service had an equality and diversity policy in place which supported staff to understand protected characteristics. This also supported staff to understand where it might be appropriate to make adjustments to ensure people had access to the support they needed.

Care plans detailed people’s individual needs including equipment and communication.

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.

Care plans showed planning for the future in both the short and longer term. People were supported to achieve their individual goals whether that was maintaining things as they currently were or where this included significant change.

Conversations about end-of-life planning formed part of care plans and where this was not something people wished to discuss this was recorded and respected.