Hope Health Kare 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 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 71 (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 plans were person-centred and people are happy with the care and support they received. The provider was flexible and accommodated changes and flexibility to people’s call times. One person told us, “[Members of staff] are nearly always on time and I have a rota so no surprises.” Another person said, “Sometimes [members of staff] stay longer than they should which is nice.” A member of staff told us about providing person-centred care, “Person-centred care is about seeing the person as more than their condition, listening to their needs, respecting their choices, and tailoring care around them. I will involve people in developing person-centred care and support by listening and valuing their choice and through shared decision-making and regular reviews. This will be recorded and evidenced in people’s care plan, daily records, feedback and surveys.”

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 told us they were flexible to request about providing care and support. People confirmed they were happy with this approach and they confirmed the provider would do everything they could to ensure any changes could be accommodated. One person told us “[They are] very, very flexible and there is no fuss.” A relative told us, “When things happen, as they do, [the provider and members of staff] are so helpful. A person said, “I cannot fault [the provider], they are happy to help.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People confirmed they had contact information and details about the provider in a file in their home. One person said, “Yes I have a lovely brochure all about [the provider].” A family member told us, “We got the brochure on day 1.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Members of staff involved people in decisions about their care and told them what had changed as a result. The provider had a process in place for investigating and responding to complaints and concerns. Where people had made complaints or raised concerns they had been investigated and responded to by the provider. People confirmed they knew how to raise any concerns about care and support. One person told us, “[If I had any concerns] I would call the office straight away but so far so good.” A family member said, “I have had some questions but [members of staff] were able to answer them.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People confirmed the provider supported them to access care and support when they needed it. Family members would usually make calls to GPs or other clinical support service and people were happy to make their own calls wherever possible. Only where it was urgent would the members of staff make the calls on behalf of people. One person said, “I can call GP myself but [members of staff] always offer.” Another person told us, “If I am having a bad day, [a member of staff] will call the GP and I tell them what to ask for.” A member of staff told us, “Hope Health Kare Ltd ensures equal quality of care through strong policies, staff training, monitoring and involving people in feedback. This is all evidenced through documentation and reviews.”

Members of 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. The provider had appropriate policies and processes in place which support equality and inclusion. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service.

People were not always 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 had copies of people’s ReSPECT forms in their care plans so they knew what to do in the event of a medical emergency. Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms are a document created through a process involving a person, their family, and healthcare professionals to record personalised recommendations for emergency care. If a person becomes unable to make decisions for themselves in an emergency, their preferences for care and treatment, including whether to attempt Cardiopulmonary Resuscitation (CPR), are known and respected by clinicians. However, we did not see evidence of end-of-life care plans in place or evidence of conversations with people about their end-of-life care wishes. We discussed with the registered manager about having sensitive conversations with people about their choices and wishes in the event of any sudden deterioration in their health.