Carers Direct Homecare 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. Records evidenced people were happy with their care and people told us they were happy with the support they received from staff. One staff member told us, “The care plan has everything in it, it tells you about the person, their care needs and what to do if there’s an accident. It has their medical history and current medicines recorded in it.”

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 they were supported by a core team of staff. Care plans reflected how people’s families were involved in their care and support. Staff recorded what had happened at each call in a daily log which meant the whole staff team were kept informed about people’s care delivery. We saw positive comments from professionals working with the service.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had policies in place to ensure that information was prepared, provided and shared in accordance with both the General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) standards. The registered manager told us, “When supporting a service user with limited English proficiency, we arranged an interpreter and translated their care plan into their preferred language, ensuring they fully understood their care arrangements.”

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 provider kept a record of complaints and compliments received from people and their relatives. Concerns and complaints were investigated and changes made to people’s care where needed. People were involved in regular reviews of their care needs, and they were able to provide feedback about the process and they felt listened to by the provider. One relative told us, “[Manager] is always courteous and does ring up to do spot checks on the carers or if there is anything we need.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Assessments covering the accessibility of people’s home and whether any adaptations or equipment were needed had been completed. These assessments were reviewed and updated where needed.

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 had an equality and diversity policy in place which set out guidance for staff on how to meet the needs of individuals taking account of their protected characteristics. The registered manager told us staff also had training in equality and diversity and care plans were designed to consider peoples individual needs.

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. People were supported to make informed choices about their end-of-life care wishes. These were recorded in people’s care plans.