Home Instead Portsmouth

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• 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. This was the first inspection for this service. This key question has been rated 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 service 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 and family members told us they were happy with the care provided and the way this was organised. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date.

The service had an understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff confirmed they were always introduced to new people before they commenced providing care for them and that they had a high level of continuity in the people they supported. A family member told us, “Mum doesn’t like change so it`s good that we have the same carers.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A family member said, “The care plan was reviewed in August. It was reviewed with me and mum. We do this so that she is included. We don’t talk about mum we talk with mum!”

The service made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the provider and office staff showed they understood how to access specialist health or social care support should this be 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 and family members were positive about the care and support they were receiving. For example, a family member said, “Our carers are all older women who seem to be specialists in Dementia”. They further described how this had had a positive impact on the person as staff spent time listening and talking with the person.

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. Staff worked closely with people to make plans about their future care. Should end of life care be required this was provided in line with the person’s wishes.