Apollo Home Healthcare Limited-North West

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 79 (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 was exceptional at making 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.
Time and care were taken to ensure people’s needs, preferences and specific requirements were captured when creating the care plan. The assessment was completed by the clinical nurse specialist who is responsible for the package of care which ensured, a qualified staff member fully understood the person’s clinical needs. Suitable care staff were then recruited or placed specifically on that care package and received training specific to the person’s care needs and preferences. The training and support provided, enabled staff to provide care which was specifically tailored to the person they were supporting. Each person’s care package included an escalation process and contingency plan ensuring personalised care is still in place in the event that the member of staff who normally works on the care package is absent.
Care plans included detailed information including communication techniques such as eye gaze or Makaton, which is a language programme that combines speech, signs, and symbols to help people with learning or communication difficulties express themselves as well as sensory needs and triggers, cultural and religious preferences and routines that help to reduce anxiety or stress. A healthcare professional described the care and being “Highly individualised” and people reported receiving care which met their personal needs. One relative said, “They have got to know (name) well and understand (their) needs. (name) is happy with them and feels safe.”
People were at the heart of their care and were supported to achieve goals that may not have otherwise been possible without the support of Apollo Home Healthcare. For example, getting married and going on holiday. One healthcare professional said, “Carers appear to have the young person they are working with, best interests at heart and this has included them agreeing to travel and support young people on family holidays within the UK meaning they have increased travel time. This has meant the young person got to have all their health needs met whilst enjoying time with family enjoying holidays like their peers.”
 

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.
People received well coordinated care because staff worked closely with other professionals and shared relevant information to support safe, joined up practice. Care was planned around each person’s needs and regularly reviewed to ensure support remained appropriate as circumstances changed. Strong communication between staff, families and external services helped maintain continuity, reduce disruption and ensure people received care that was tailored to their needs.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Staff understood about communication barriers and used assistive technology and other communication methods to ensure people could understand and be understood. Healthcare professionals reported good communication from the service and management explained how all assessments and reviews with people take into account their individual needs.
 

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.
The provider understood the importance of obtaining feedback to ensure a high standard of care and drive improvement. Feedback was regularly sought from people and their families and spot checks from the leadership team also provided opportunities to raise concerns or queries. People told us, “I have been asked to give feedback about my experience with them” and “They used to ask for feedback and really did listen to what I had to say.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff ensured people had the necessary adaptions and equipment in their homes so they could access the correct care and support. One staff member said, “Some examples of aids and adaptions that are in place in my service user’s home: key coded entrance, wet room, level-access shower, widened doorways for wheelchair access, bed rails, wheelchair, shower chair.”
 

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 service promoted equitable experiences and outcomes by ensuring that every person received the same high standard of care, regardless of their background, age, needs or circumstances. Staff took time to understand individual preferences, communication needs and personal goals so support could be tailored fairly, safely and consistently.
No one reported any concerns about discrimination. People told us that staff listened to them and ensured that they had the correct care which was specific to their individual needs. People were very positive about the relationship that they had with the carers and said they felt they had the correct level of care and support.
 

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 majority of the people that the service supports are children and support was provided for them to attend school and make plans for the future such as attending college. Staff knew the people they supported well and any changes in care needs were recognised and care plans updated accordingly. One family member said, “The carers could see when (their) needs were changing, especially towards the end.”