May's Homecare 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 service 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.

People’s care was planned in an individualised way and regularly reviewed. Care plans detailed people’s preferences and backgrounds to help staff to support them in a personalised way. However, we found instances where care records were not always up to date in respect of people’s medicines support needs. We raised this with management and the provider advised they would take immediate action and review care records to ensure that they were accurate.

People’s care records identified individual needs, goals and required interventions to support people in their preferred 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.

Referrals were made to other healthcare professionals to support people with their identified needs. Staff were able to escalate concerns to the management where they felt the need was identified.

The provider supplied appropriate information in formats that were tailored to individual needs. Staff supported people to communicate by using their preferred method of communication.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulation (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

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.

The provider had a complaints policy in place; however, the registered manager told us no formal complaints had been received. There were systems and processes for people and their relatives to allow them to feedback information.

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Feedback obtained from people and relatives indicated that they felt able to contact the office and raise queries. The service carried out regular telephone monitoring calls to people and relatives to give them an opportunity to share their feedback. A 6 monthly survey was carried out in order to help drive improvements within the service.

Management and care staff were responsive to people’s needs and took appropriate action to help ensure people received effective care and support. Staff received support and training to help them enhance communication with people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they were involved in all aspects of their care and staff respected their choices and preferences.

Staff monitored and assessed people’s care and treatment ensuring any changes were promptly identified and acted upon.

People did not raise any concerns regarding discrimination or inequality in relation to their care. People’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met. People’s care plans contained information in relation to how their social, cultural and spiritual needs should be met.

A system was in place to support people to access health care providers. Information was readily available to people, relatives and staff as required.

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 had their human rights and diversity respected and were treated with compassion by staff. People’s diverse needs and wishes were assessed, documented and respected.

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.

Management confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the appropriate training and care and support would be tailored to the person’s specific needs and requests.