Poole Home Care Limited Also known as Poole Home Care

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.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 service 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 told us the care they received was person centred. Staff told us they had enough information about people’s needs to provide safe care. People received care that was tailored to them as individuals and experienced greater control and involvement in how their care was delivered. Care planning was an ongoing process. Care plans were regularly reviewed and updated when people’s needs changed, including in response to changes in health, mobility or emotional wellbeing. This supported a service which was responsive and adaptable, ensuring care remained relevant and appropriate. Staff knew the importance of delivering person centred care. A staff member said, “To me, person-centred care means remembering that every client is an individual and their care should be based around their own needs, wishes and preferences rather than doing everything the same way for everyone.” A health and social care professional told us, “Poole Home Care are responsive and have high standards, the support they provide is person centred and in my experienced a safe and kind service. They focus on good quality support for their clients.”

The service 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 told us they could access the care and support they required. This included seeing their doctor or nurse. Relatives were confident in the staff to summon medical support if needed. A relative told us, “If my loved one has needed a doctor or they are concerned about them they tell me about it and we work together to sort the problem.” Care was delivered in a joined‑up way, with the provider working alongside healthcare professionals, housing providers and other agencies. Health and social care professionals were positive about working in partnership with Poole Home Care. A health and social care professional said, “Poole Home Care works collaboratively with Adult Social Care and other health and care professionals. Information is shared appropriately, concerns are escalated when necessary and there is a shared focus on promoting individuals' independence, safety and wellbeing. Their cooperative approach helps facilitate effective care planning and timely interventions.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Communication was effective within the service, we received positive feedback about the way the service communicated with people, staff and external professionals. A relative said, “I am always kept informed about my loved one’s care and support, the staff and management always keep me updated.” A health and social care professional said, “Communication is effective, professional, and timely, enabling us to work collaboratively.” Staff recorded care in real time using electronic systems, which supported accurate communication between team members and helped ensure continuity of care.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they were always asked if they were happy with the service, included by day-to-day staff and by the management of the service and if they raised concerns, these were taken seriously and acted upon. People and relatives felt they were involved in their care. A relative told us, “Everyone follows the care plan and this is amended when needed and they are willing to make the adjustments, myself and my loved one are fully involved.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to live the lives they wanted. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing monitoring. Within each policy there was consideration of equity, accessibility and safety.

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 their relatives told us they were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates, they told us the registered manager and the service would take them seriously. Staff training, guidance and observations meant staff were reminded of their responsibilities. Policies, procedures and working practices within the service were in accordance with relevant legislation to ensure people and staff received fair treatment.

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. People were provided with opportunities to discuss their wishes for the future. It was important to the service to support people to spend their final days in their own home and in a familiar environment. Given the sensitive nature of the conversations, some people had not recorded their views; however, the service told us they were developing a plan to support people further with this. The service had recorded where people had Do not attempt cardiopulmonary resuscitation (DNACPR) in place. Staff had received end of life training.