Help at 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 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 plans were person-centred and reflective of individual needs, preferences, and choices. Records reviewed evidenced care plans were developed with the involvement of people using the service and, where appropriate, their relatives. Care documentation clearly detailed what was important to each person, including their routines, preferences, and desired outcomes.

Care plans were written in a way that supported staff to deliver tailored care, ensuring that support was individualised rather than task-focused.

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.

A small, stable staff team was in place, which reduced the number of different staff visiting people. This supported continuity, enabled staff to build positive relationships with people using the service, and ensured familiarity with individual needs and preferences.

This approach contributed to integrated and consistent care, as staff had a good understanding of people’s routines, risks, and care requirements. It also supported effective communication within the team, helping to ensure that care was delivered in a coordinated and reliable manner.

Overall, the provider demonstrated a strong approach to maintaining continuity and consistency of care through a stable workforce and well-organised care provision.

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

The provider demonstrated an inclusive approach to providing information, ensuring that it was accessible to meet the diverse needs of people using the service.

Information was available in a range of formats, including different languages and braille, where required. This ensured that people were able to access and understand information in a way that was appropriate to their individual communication needs.

The provider also utilised communication aids to support individuals. For example, one person used a lightbox as a tool to communicate effectively.

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.

Annual surveys were issued to people using the service to obtain feedback on their experiences of care. The provider used this feedback to identify areas of good practice as well as opportunities for improvement.

Where feedback highlighted areas for development, action plans were developed and implemented. This ensured that concerns were addressed, and improvements were made in a structured and timely manner.

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

Where additional needs were identified, the provider made appropriate referrals to other services to ensure people received the support required to maintain their health and wellbeing. This demonstrated a coordinated approach to care and access to wider services.

The provider also offered additional personalised support where needed, tailoring care to individual circumstances and preferences. For example, people were supported to maintain social connections and meaningful relationships. This included supporting one person to visit a golf course to see friends and have a drink and enabling another person to visit their spouse in a care home.

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 received training in key areas such as equality and inclusion, dementia and mental health awareness. Training records were up to date, ensuring staff had the knowledge and understanding required to support people effectively.

Staff demonstrated awareness of people’s protected characteristics and understood the importance of delivering care in a way that respected individual differences. This included being mindful of people’s cultural backgrounds, values, and religious beliefs when providing care.

Care delivery reflected this understanding, with staff adapting their approach to ensure people’s preferences, beliefs, and identities were respected at all times.

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.

An advanced care planning policy was in place to guide staff in delivering care aligned with individuals’ wishes and preferences. At the time of review, no people using the service were receiving end of life care.

Training in end of life and palliative care was available to staff on an “as required” basis. While this training was not mandatory, records indicated that the majority of staff had completed it. This demonstrated that the provider had taken steps to ensure staff were prepared to deliver appropriate care should the need arise.

The provider confirmed end of life care plans were developed for any individual identified as requiring such support. Discussions regarding this care were offered to all people using the service, ensuring that their wishes and preferences could be explored and documented where appropriate.

Goal setting was incorporated into care plans, supporting a personalised approach and ensuring that care remained aligned with individuals’ preferences, including future care considerations.