Careline Homecare (Rotherham)

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 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 clear information in people's care plans about how they communicate and how they should be involved in their care. People’s wishes and choices were respected. One person said, “[I have asked members of staff to] please read my care plan and gain my consent when completing all support tasks.” A family member told us, “[Members of staff] are getting to know [relative’s] character. They reassure [relative]. They’re very nice. They’re getting more smiles and talk than what I get off [relative].”

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 provider developed and maintained good links with other support provider for people with learning disabilities. The provider made referrals to community-based health and care services to ensure people's changing health needs were being met.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People’s care detailed how they preferred information to be provided to them. The provider had policies and frameworks in place which ensured personal data and confidential business information remained confidential within the organization. People had access to a service user guide which gave contact numbers and clear answers to commonly asked questions and scenarios. This helped people get quick answers to their 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. People and their family members knew how to seek advice or raise concerns and felt confident to do so. One family member told us, “I think I might have [raised a concern] once or twice. [The management team] sort it out every time. They’ve not failed us yet.” People were engaged in regular surveys to listen to their voice and their experiences. A family member said, “That happens quite regularly actually. I have both (phone and call visit) but recently [the provider] has just visited. I know if there’s a problem, I’ve only got to ring and [the management team] will sort it out for me.” Feedback was reviewed and analysed by the management team to identify how the provider could make continuous improvements.

The provider made sure people could access the care, support and treatment they needed when they needed it. The registered manager ensured equality in all care situations to reduce barriers to care, such as language, cultural needs and mobility. People received care and support at the times which were convenient for them. Members of staff were flexible and accommodated changes when people made requests. The management team monitored and reviewed people’s care needs to make sure care and support was provided to people at the times they wanted and in line with their choices and preferences.

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 supported people to maintain healthy relationships with family and friends and members of staff worked with them to maintain these links. A member of staff told us, “Social interaction is very important to all [people]. Family and friends are always open to visiting people even in call times. We can protect their [and maintain] their dignity.”

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’s care plans included copies of ReSPECT (Recommended Summary Plans for Emergency Care and Treatment) forms. There were arrangements in place to gather information about each person's individual needs, especially their preferences for the support they would like in the future. Staff had received end-of-life care training to ensure they had the skills and knowledge needed in this area.