Bells Home Care 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.

Care was tailored to people’s individual needs and preferences. Care plans included life histories, personal preferences, and what mattered most to people. People and their families described the service as “brilliant” and “fantastic”. They described how care plans were developed collaboratively and reviewed following hospital discharges or changes in health. One relative said, “The care plan is in the house, on the side, and it is all so much better.” Staff respected people’s choices and ensured they retained control over their 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.

Care was delivered consistently by regular staff who knew people well. Families appreciated the continuity. One relative said, “It’s usually always [known staff] and we know in advance who is coming.” The service worked alongside other providers and adapted care following hospital stays, including increasing staffing temporarily. Staff monitored people’s health and adjusted care accordingly, such as reviewing mobility needs to support independence.

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

People and their relatives felt well-informed through direct communication with staff and the registered manager. People’s communication needs were known and understood. For example, staff supported one person with the use of communication cards to enable their understanding.

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 families felt listened to and involved in decisions about care. Care plans were developed collaboratively, and staff responded to requests for changes, such as extending visit times. Staff were described as responsive and respectful, with people feeling their views were valued. One person said, “I speak to [registered manager] regularly, she rings up to see if everything is alright.” The service undertook surveys and made improvements. However, processes for better tracking actions were not in place.

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

People were able to access the service equitably. There were no reported barriers to entry, and referrals were accepted from various sources including families and local authorities. The service responded promptly to requests for support and adapted care to meet individual needs.

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.

People experienced equitable outcomes regardless of their background or needs. Staff were described as respectful and kind, and people felt safe and well cared for. One relative said, “They are very kind to [relative]. He is very safe with them.”

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 supported people to plan for future care needs. Staff had received training in end-of-life care, and care plans were reviewed following hospital discharges or changes in health. Families felt reassured that future needs would be met. One relative explained, “We are waiting for an operation date, so we will need a care plan review then, but it’s all in hand.”