Tenda Hands Homecare

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 Requires Improvement. At this assessment the rating has changed to Good.

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.

People told us staff treated them as individuals and supported them according to their individual needs and preferences. A person said, “[Care worker] always asks me what I want to eat and knows my needs well.” A relative told us, “Staff are good they treat my relative how they want to be treated and consider their preferences.”

Care plans provided detailed information to ensure care workers supported people in a person-centred way. We did identify spelling mistakes in some care plans for example the word crutches as incorrectly spelt clutches instead of crutches. We made the registered manager aware of this and they assured us that a full review of the care plans will be completed.

Although there were spelling errors in care plans, care plans were detailed, and staff demonstrated a good understanding of people’s support needs and preferences.

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.

The provider worked well with families and health care providers, we were told that the provider invited people, their relatives, GP and social worker to meetings to discuss and review peoples care needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they were provided with information that was presented in a way that was easy for them to understand. Care plans included details of people’s communication support needs and the steps they needed to take to support people.

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. At the time of our assessment the service had not received any complaints within the past 3 months. The provider had a number of measures in place to retrieve feedback from people using the service. These included manager visits to people’s homes, telephone monitoring, unannounced spot checks and a clear and accessible complaint process. The provider responded to feedback about the service appropriately and identified areas for improvement which were communicated to the staff team.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received care and support from staff according to their individual assessed needs and wishes. People had access to external health care and social care professionals as and when they needed them.

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’s care plans were personalised to include dietary needs, cultural preferences, and religious practices. The provider had a equality, diversity and inclusion policy in place and a guidance document on how to ensure Equality, Diversity, and Human Rights (EDHR) is provided at the service, the document provided staff with clear examples to ensure equality. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

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.

At the time of our assessment no one was receiving end of life care. The registered manager told us that in the past they supported one person with palliative care, staff followed a personalised care plan, with their family’s involvement.