Honest 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 we viewed during the assessment were detailed and explained how people wanted to be supported and how staff should meet their needs. People’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act.

Staff were able to answer questions about people’s support and aspects of their care, which demonstrated their understanding of the people they supported. One staff told us how they got to know people, “I do this by talking to them and making time to listen to them.”

Feedback from people and families overall was positive. One person told us, “They listen when I tell them things.” Another commented, “They don’t rush things and do everything in the right and proper manner. They don’t push me to do what I don’t want to do.”

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.

Care records and feedback from people and family confirmed relevant health and care professionals were contacted when people needed to see them. One relative told us of two recent occasions where health professionals had been requested by the provider for their relative as well as providing updates to them, “They’ll ring me if there’s any problems.”

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

Information was given to people when they first started using the service, so they were aware of their rights and choices. A copy of this information was also provided in the file in each home and updated where necessary. This included information in different formats including easy read where appropriate.

People had detailed communication care plans in place. Records detailed people’s preferences and guidance for staff about how to interact with people. For example, one person had a verbal impairment. Information in the care plan detailed how they wished to be communicated with and for staff to be patient and give the person time to write out what they wanted to say.

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.

We saw examples of how people’s views and opinions were sought. However, we received mixed feedback from people and relatives about whether they had been asked their opinions of care provided. We discussed this with the provider who agreed to review how this could be included as a regular item in communications such as their newsletter.

The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution.

Learning was identified from complaints and feedback, and improvements to systems and processes were seen to be put in place.

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

Staff supported people to access services in a timely way. Records showed people were supported with healthcare.

Staff were responsive to people and ensured they received care and support in line with their preferences and needs. People were treated fairly and equitably.

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.

Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers, or delays and protected people’s rights.Information about culture was still to be updated into the electronic care record. However, some basic information was included on paper records, and this was to be expanded with the use of an NHS questionnaire provided by a health professional.

The provider completed regular care reviews to ensure people’s care continued to meet their needs and new goals could be set.

The provider had policies, training and systems in place to encourage people and staff to speak up about equality. The provider had an equality and diversity policy which promoted equal opportunities for all. There was a whistleblowing policy in place encouraging people and staff to speak up. Staff completed equality and diversity training.

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.

We saw people were supported to plan for the future including for end of life. This was detailed in their care plans with involvement of the person and their family where appropriate.

Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.