Independent People 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

We reviewed 4 quality statements under this key question: person centred care, providing information, listening to and involving people and equity in experience and outcomes. The values of the service placed people at the centre of its decision making. As a result, people received personalised care and support, tailored to their needs. Information was provided in the format chosen by the person. The views of people using the service were sought, and actions taken to make improvements.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received individualised care and support that was responsive to their needs. The service had a holistic assessment approach. This meant people’s lifestyle, hobbies, cultural and mental and physical needs were recorded in their care plans.. If they wished to be, people had the opportunity to be involved in the selection process for their live in carer. They received selected staff profiles, from which they chose who they felt they would be most compatible with. A relative told us, “Person’s relief carer has recently left the company. My 2 link workers are in the process of finding 2 or 3 replacement relief carers for us to interview by zoom to select another carer.”

Staff provided care to people which was personalised and tailored to meet their needs and preferences. This ensued people had choice and control over their care. Staff told us about people’s care and how they supported them in accordance with their wishes.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s communication needs were assessed and recorded in care plans and information was provided in a way which was accessible to them.

The registered manager told us, “Information can be provided to people where required in a variety of formats. For example, if a person is identified as having a sight impairment when I carry out spot checks, review their care needs I print these out in a larger font to enable the person to read it.”

People’s care plans documented their communication needs. The provider used an electronic system to store people’s care plans, risk assessments and other relevant information. People, relatives (where required) and staff told us they had access to this information and were kept updated of any changes.

People and relatives told us they had a good relationship with their ‘live in carers’ and felt listened to. They were aware of the complaints process and felt confident to raise any concerns. Relatives told us, “I know the complaints procedure inside out,” and “The agency used to call regularly for feedback, it was not necessary, so I asked them to ease off. I work with a lot of agencies, and this one is in the top three.”

Staff told us how it was important to them to build a professional relationship with the people they support, to enable people to feel able to speak up freely. A member of staff told us, “I respect their choices and make sure the person feels their decisions are important.”

The service had a complaints process in place which recorded the nature of the complaint and included the steps taken to resolve the complaint and the outcome. The provider had systems in place to gather people and relatives feedback on the care being provided. These included annual surveys, spot checks in people’s homes and quality assurance calls.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives told us how staff supported them to access the community to enable them to continue with hobbies and interests where required. A relative told us, “[Person] is able to go out a lot. They attend their chosen place of worship regularly and will meet friends and goes to see shows. [Person] makes a lot of their own choices.”

A member of staff told us, “We support and promote people’s health and wellbeing by sourcing activities in the local community. Some drive, staff take people out for walks. When a person is not so mobile or does not wish to go out, we offer light exercises and create for each person an activity bag containing puzzles, colouring books and card games.”

The provider ensured staff had undertaken the appropriate training to meet people’s individual needs, this included equality and diversity training. Care plans contained information about people’s preferences, what was important to them and services they were able to access

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.