Blue River Home Care Waltham Abbey Also known as Blue River Home Care Greater London

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 inspection we rated this key question requires improvement. At this inspection the rating has changed to 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 service 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 told us staff were approachable and accessible to discuss their care, and staff demonstrated a good understanding of people’s individual needs and preferences. Staff knew people well and were able to describe their care needs and the support they required as individuals.

Care plans and risk assessments were person-centred and reflected people's needs; however, some records were not always detailed enough to consistently provide clear guidance on people's preferences and how they wished to be supported.

For example, a person was supported to take part in activities and maintain relationships that were important to them. They picked herbs they had grown to make mint tea for visitors and proudly showed people their herb pots, played the piano for guests and carers, and enjoyed video calls with their family and grandchildren. The person was also supported to go out for coffee with their carer, attend church where they greeted familiar faces, and spend time in the garden among the plants they had grown. These everyday experiences showed staff knew the person well and supported their individual interests, relationships and preferences in ways that promoted their wellbeing and enjoyment.
 

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A relative told us they were receiving care from the same regular staff, so they received continuity of care. Staff confirmed they had a regular working pattern, and they were supporting people they knew well. A relative told us, “We usually have the same carers coming in unless someone is on leave. Consistency is important for [relative], so they are aware of who is coming each day.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People, their relatives and staff were provided with information which was accessible, safe and secure and supported their rights and choices. The registered manager and staff we spoke with told us information for people could be supplied in their preferred format as and when required.

The service 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 registered manager gathered feedback from people and relatives in a number of ways, through telephone calls, surveys, emails, face to face meetings and paper-based surveys. The registered manager analysed the responses for themes and trends to see where improvements were needed and where compliments had been received, these were passed on to staff.

The service had not received any complaints, which concurred with the information we held about the service. However, there was a complaints procedure in place to ensure any concerns or complaints raised were appropriately recorded, investigated and responded to.
 

The service made sure that people could access the care, support and treatment they needed when they needed it. Relatives told us their loved ones had access to all the services they needed. The registered manager told us regular meetings were held with all staff to ensure appropriate referrals were made in a timely way when needed. Examples included referrals to district nurses, GPs and other healthcare professionals when changes in people's health were identified.

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. Relatives told us their loved ones were supported to access the healthcare they needed such as visits from the GP practice, district nurses and palliative care team.

Staff confirmed they had completed training in equality and diversity. Staff were aware of the protected characteristics under the Equality Act 2010 acknowledging diversity and valuing differences.
Staff ensured people had access to healthcare to maintain their wellbeing. Where indicated people were supported to attend specialist health appointments for continued monitoring and treatment.
 

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 had ‘do not attempt cardiopulmonary resuscitation (DNACPR) orders in place and their care plans informed staff or other professionals where it was kept in the event of a medical emergency. We saw that care plans were detailed and personalised to reflect how people wished to be supported at the end of their lives. Where people had made decisions on resuscitation and funeral plans, this was clearly recorded. Relatives’ views had been taken into account, and their wishes were also recorded.

Staff had received end of life care training and were able to explain how they would support people in a compassionate and respectful way.