Compassion 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 provider met people’s needs. At our last assessment we rated this key question as requires improvement. At this assessment this key question has improved to 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.

Since the last inspection the provider’s processes for needs assessment and care planning have been refreshed and there were completely new and effective systems in place. People’s care plans were seen to be focussed on the individual and were person centred in every detail. Their care was individualised and thoroughly assessed before their package of care commenced.

Comments from people and their relatives included, “My care and support plan is all about me. It covers everything we discussed at the start of the care package,” “My needs are being met fully, I have no issues, the standard of care is excellent,” and “I wouldn’t want to change anything, my care plan is exactly what I wanted in terms of my support.”

People and their relatives told us staff knew their needs well and responded to any changes that arose. Individualised care plans were in place, to provide guidance for staff of how outcomes were to be achieved. Care plans were reviewed regularly and sooner if people’s needs changed. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. Comments from staff included, “Staff are fully involved in making the life of the people we support, the best we can."

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 received care and support from a consistent group of the same care staff which enabled continuity. People and their relatives commented, “We get a regular team of staff which we value as it makes it possible to develop trust between us, they know us and we know them, everyone works together to get the best outcomes.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about care scheduling was shared with people. One person told us, “We are given a rota each week, so we know who is coming on each call. If there are any changes due to staff illness the office make contact with us and they will send another carer who has been before.” People were provided with copies of their care plans and an information pack about the provider and the service. Comments from, people included, “I have a care plan folder with lots of information.”

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.

Staff supported people to plan their daily activities. One relative told us, “Staff always ask [family member] what they want to do or what they want to wear. They also check [family member] has understood what they were asked.”

People and their relatives were included in care plan reviews. Comments included, “I was involved in the care plan, and it has been reviewed recently. I love it that it is available digitally as I can read it at any time for any updates”, “I am fully involved in my [family member’s] care. A copy of the plan is available electronically and as their needs change their care plan is updated.”

People felt comfortable raising concerns with staff. Comments from people included, “I am actively involved in all aspects of my care,” “I feel fully included and if I had any concerns, I would speak to staff or the manager and we would sort it out together” and “I am aware of the complaint’s procedure. I would ring the office if I needed to. I am sure they would listen and sort it out quickly.”

There was an effective system in place for recording and responding to complaints. Complaints or concerns were followed up and responded to in a timely manner and appropriate action taken.

People were provided with information on how to raise complaints, and feedback we received indicated people felt comfortable doing so and were confident action would be taken.

We saw the complaints process was in the service user handbook which was given to each person using the services. People were provided with opportunity to share feedback about the service through feedback surveys.

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

The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed. Comments from relatives included, “I have never had to use the out of hours call service, but I know there is one,” and “The office has an on-call and the registered manager said I can always call them on their mobile any time.”

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 were supported to achieve good outcomes. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with staff and managers about things which mattered to them and impacted on their health and well-being. Comments from relatives included, “The manager is very responsive, they act straight away and everything is back on track.” Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs.

The registered manager and care staff all had very good knowledge of the people they supported. They understood their care needs, likes and dislikes, and personal preferences. This supported people to have a positive experience.
 

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 had end of life plans in place with detail about people’s wishes around the support they wanted when they die.