Home Instead Worthing and Steyning Also known as Home Instead

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.
People and their relatives described how care was delivered in line with their expectations. One person told us, “They know exactly how I like things done,” which showed staff understood people well and adapted their approach to meet individual preferences. Care plans contained personalised information to guide staff to support people in a way that reflected what mattered to them. Staff demonstrated a clear understanding of people’s routines and preferences and used this information to deliver good care. One staff member said, “We check the care plan but also ask the person each time, as people change each day.” This demonstrated staff involved people in decisions about their care and responded to their wishes
 

The provider understood people’s diverse health and care needs, so care was joined-up, flexible and supported choice and continuity.The provider worked with a range of professionals and organisations to ensure people received coordinated care. Assessments and reviews were used to support continuity of care when people's circumstances changed and to ensure care reflected their current needs, risks and preferences. This helped people receive care that remained coordinated and responsive when their circumstances changed. Professionals described the service as responsive and accessible. A professional said, "Their coordination and attention to strong continuity of care follows through across different services."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had systems in place to ensure people and their relatives received clear and up-to-date information about their care and support. People told us information was available to them in a way that supported their understanding. Care documentation included details about people’s communication needs, and staff described how they adapted their approach to ensure people were able to understand information about their care.Relatives told us they were kept informed about care and any changes. One relative said, “They always keep me updated if anything changes and I have access to the mobile app so I can see what happens with [person’s] care.”
 

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 relatives told us they felt able to raise concerns about care and were confident they would be listened to. There were processes in place to manage complaints, and these were recorded and responded to appropriately. One person said,“I have never had to make a complaint, but if I did, I know to contact the office and speak to the [staff]”. Feedback surveys were completed with people and relatives to gather their views. Records demonstrated how feedback was used to make changes and drive improvements in how care was delivered. Management reviewed complaints, compliments and feedback to identify themes, monitor trends and inform improvements to the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to have equitable access to health and social care services. The provider considered people’s individual needs and any barriers they may face in accessing care and support. This included adapting communication and care delivery where required. Staff understood how to support people to access specialist services and worked with external professionals where needed. These arrangements helped reduce barriers and support people to access wider services.
 

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 and relatives told us they were satisfied with the care provided and felt they were treated with dignity and respect. They received support from staff who knew them well, which ensured they had positive experiences of care. Staff had training in equality and diversity. They understood people’s individual needs and worked in partnership with external agencies to ensure their health and social care needs were met. This enabled equity in people’s outcomes.
 

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 provider demonstrated a proactive and compassionate approach to end of life planning. People and their loved ones were consistently involved in meaningful and timely discussions about future care, ensuring their wishes and preferences were clearly understood and respected. One staff member told us, “We make sure families are involved and kept informed, especially when someone is nearing the end of their life, so they know what to expect and feel reassured.” A professional said, “These discussions can be difficult, but having them early helps to relieve stress and uncertainty.” This meant people and their families felt supported, informed and prepared.

People consistently received care which aligned with their end of life wishes. For example, one person was supported to remain at home in line with their preferences. A consistent staff team was maintained who knew the person well, with staffing adapted to ensure continuity during their final days. This reduced distress and provided reassurance, enabling a calm and dignified end of life.
The provider had effective systems to monitor and respond to changes in people’s needs. Care plans were regularly reviewed and updated, with clear guidance for staff on managing comfort and wellbeing. Daily records showed staff adapted care in real time based on how people presented. Staff worked closely with relatives and professionals to ensure a coordinated and holistic approach, supporting people to remain as comfortable as possible. Staff were well trained and confident in delivering end of life care. One staff member said, “After our end of life training, I feel more confident supporting people and their families with greater understanding and empathy.” This ensured people received consistently compassionate, high-quality care and families felt supported and included.