Highgate Home Care Also known as Willerby Office

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.

Care was planned and adjusted in partnership with people and, where appropriate, their relatives. Staff described noticing changes in people’s needs and escalating concerns so care could be adapted. People told us staff checked their needs had been met before leaving and responded flexibly when additional support was required, which helped ensure care remained appropriate and responsive.

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.

Rotas were planned in advance, and people were supported by a regular group of staff who knew them well. Staff and managers worked closely with health and social care professionals, including occupational therapists, district nurses and hospital teams, to adjust care packages and equipment as needs changed. Managers described visiting complex calls and increasing visit lengths or support when required to help ensure continuity and safety.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider supplied people and families with clear and accessible information about the service. Information was available in a range of formats, including large print, easy read and audio transcription. A service user guide explained how to raise concerns or complaints, and a customer portal enabled people and relatives to view rotas, daily notes and medicines records if they wished. People and relatives told us they knew how to contact the office and felt information was easy to access.

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.

Staff liaised with families about care planning and changes, and people told us they were kept informed. Feedback was gathered through surveys and discussed at management meetings, with actions shared with staff. Although response rates were low, the registered manager reviewed processes after each survey to consider how engagement could be improved.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff described systems to cover visits across geographical areas, supported by shared pool cars and on‑call management arrangements. People and staff confirmed visits were delivered as planned and that continuity was prioritised, which helped ensure equitable access to 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.

Staff described tailoring care to people’s needs, encouraging independence and escalating concerns about changes in health or wellbeing. Managers monitored outcomes through reviews, feedback from professionals and quality assurance processes, which helped identify issues and support consistency across teams.

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.

Records showed future care needs were recognised and documented. There were clear processes for recording and storing information about whether people wished to be resuscitated in the event of a medical emergency. Relatives told us they were involved in discussions about future planning and felt supported, including in relation to spiritual and personal preferences at their end of life.