Apollo Home Healthcare Limited-Merseyside

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.

The provider was committed to delivering a bespoke care model supported by robust clinical oversight. People were supported by a dedicated Care Consultant and Clinical Nurse Specialist, who worked collaboratively to coordinate care and provide direct guidance to both people and their families and acted as an intermediary between other health care professionals. This helped to ensure people received bespoke tailor-made care.

People were involved in developing their care and support plans wherever possible. People’s needs, choices and preferences were identified and recorded in their plans of care.

Care plans included people's personal history, individual preferences and interests. Care and treatment were reviewed regularly to ensure any changes required were made in a timely way.

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 had access and were supported to attend appointments with other services when required, such as GPs and hospitals.

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

People's communication needs had been assessed and were recorded in their care plans, so staff had a good understanding of people's communication needs. Information was available in different formats where this was required, this included easy read formats, large print, braille, other languages, and other alternative formats to ensure full accessibility.

For example, the provider had recently introduced easy-read versions of the compliments and complaints policy, and electronic versions of client feedback surveys and forms, to make it easier for people to share their views.
 

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.

People and family members were given opportunities to express their views and be involved in the care provided. Family members told us they felt involved and that their views and opinions mattered. One family member confirmed, “I feel completely involved with any decisions regarding [Name's] care.”

Any complaints received were carefully analysed by the provider. The provider operated a transparent culture where concerns were welcomed and viewed as an opportunity to learn and further improve the standards of care and support.

Information about external advocacy services was available should people require access to independent advice and support.

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

People’s care records evidenced people accessed support from external professionals when required. Staff adapted their support accordingly when people’s needs had changed.

People’s care packages were overseen by a Clinical Nurse Specialist who acted as both a source of knowledge and an advocate in ensuring people could access the care and resources they needed.

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.

Individual Equality Impact Assessments (EIAs) helped to assess whether any existing or proposed practices unintentionally disadvantaged individuals based on their protected characteristics, as defined by the Equality Act 2010. Where any adverse impacts or potential inequalities were identified, the provider took action to strengthen the inclusivity of their procedures to enhance the experience of people by ensuring their rights, identities, and circumstances were respected and supported.

Reasonable adjustments were made and action taken to remove barriers where people found it hard or challenging to use or access services. Where required, staff acted as an advocate to other health professionals for people who wanted additional 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 provider supported both people and their families during the most emotionally difficult times, including when their loved ones require end-of-life care. People’s care plans and choices were personal, compassionate, and clearly communicated. People’s final wishes were respected and enabled by staff to ensure people were treated with dignity, respect and compassion.

The provider understood the passing of a loved one could have an emotional toll on both families and staff and so named a star in memory of the person who had passed, so they could always be remembered.