City Home Care Limited

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 service met people’s needs.

The last rating for this key question was 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 received person-centred care which reflected their needs and choices. They developed care plans with people and these were regularly reviewed. People told us their needs were met. The provider had developed an initiative to help tackle loneliness. This included making regular phone calls to check on people’s wellbeing.

Staff supported people to have continuity of care. They worked with people’s families and other professionals to provide holistic care.

The provider gave people copies of their care plans to keep at their homes. They had developed a range of guides about different aspects of care, health conditions and other services people might find useful.

The registered manager told us that care plans and other documents were translated into different languages for people who needed this.

Staff explained how they communicated with people and met their sensory needs. For example, making sure people had hearing aids and glasses if needed. Care plans stated how people communicated and any additional requirements they had to ensure they understood information.

The provider carried out regular reviews of people’s care. Managers and senior staff visited them and telephoned them to ask for their feedback about the service. People told us the agency had made changes to their care when they had requested these. Comments from people included, “I can always get a response from the office when needed” and “There is never an issue contacting managers.”

There was a suitable complaints procedure. People told us they knew how to make a complaint and felt these were addressed appropriately. Records of complaints showed these had been investigated and improvements had been made because of these.

People were able to access the care and support they needed in a way that worked for them. For example, staff supported some people to attend social events and medical appointments.

People had equity in experience and outcomes. Staff undertook training about equality and human rights. People told us their individual needs were respected and met.

Staff worked with people and their relatives to identify any future plans they had. They helped people to retain skills and independence when they were able to. The provider supported people to plan end of life care when this was needed. For example, recording their wishes, preferences and cultural needs.