Care Matters (Homecare) Limited Stockton

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.

This is the first assessment for this service. This key question has been rated 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 plans contained detailed guidance for staff on the support people wanted, which helped to ensure they received person-centred care. A relative told us, “They (staff) know [person] quite well…and always ask what she needs or wants.”

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 had worked effectively with healthcare partners to ensure support was responsive to people’s needs. A member of staff told us, “This is an excellent company to work for and provide an excellent service to our service users.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us staff adapted their communication styles to ensure people understood the information they were given. One relative said, “No issues with communication, the carer is very good.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Meetings and surveys were used to listen to and involve people, though we saw that there was a low level of response to the surveys used. The registered manager said they were reviewing this to more effectively encourage feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans contained evidence of the involvement of a range of healthcare partners in people’s care.

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 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. At the time of our visit nobody was receiving end of life care, but systems were in place to provide this.