Hambleton Independent Living Limited (Head Office)

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

Care records were detailed, person centred and had good information about what was important to and for the person.

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.

People and relatives were happy with the service provided. They told us they were involved in their care planning which was centred on the individual and reviewed to promote good outcomes.

Staff received appropriate training to carry out their roles and had good access to up to date information to provide people with acre and support tailored to their individual needs.

People told us the service promoted choice and continuity to enjoy a good life. One person told us, "They liaise closely with the GP. [Person] is well fed, good meals and his preferences are respected. [The service] enables him to remain in his own home."

The registered manager supported staff to work flexibly and at times outside of the daily task to meet peoples needs. A staff member said, "One person has a visual and hearing impairment, they enjoy audio books so we set up speakers and we go with him into the community to enjoy a cup of tea."

The service worked well with other professionals and partners to provide people with care and support to meet their individual needs.

Care records were detailed, person centred and had good information about what was important to and for the person.

People received information in a way they could understand. Care plans were available in people's homes and they were encouraged to participate in reviews and update the information.

Staff told us information was available in a variety of formats including languages, large texts and pictorial should this be required to help people understand the care and support they are asked to agree to.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. The provider was following the Accessible Information Standard. There was a service user guide to inform people about what they could expect from the service.

People understood who to speak with if they had any concerns and were confident they would be quickly addressed.

Staff told us how they routinely discussed people's care and support with them as they provided the service. For example where any changes to people's medicines were required they ensured this was communicated to people and that understood and agreed to the changes.

People were supported to express their views and be involved in decisions. Managers had regular contact with people who used the service to ensure they were satisfied with the care and support they were receiving. There was an appropriate system in place to manage and respond to complaints.

People told us they worked in partnership with the service and received care services in a timely manner. A relative said, "We work cooperatively. Any concerns we speak about it and come to an agreement. If needed we will contact doctors or add safety installations."

Staff told us everybody they supported had additional relative support. One staff said, "We speak with people to understand their needs and get a fuller picture from involving their close relatives. It works well as relatives help people to access their GP or other health appointments to protect their wellbeing."

People received a range of support to meet their needs. This included support to access other health professionals for example GP, Distract Nurse and occupational health.

Processes were in place to protect people in the event of an emergency. Contingency plans provided information to staff on actions to take for events that could disrupt the service.

People felt the service was proactive in implementing adjustments to remove any known barriers to help them achieve an equitable experience and outcome. For example, people were supported to have the required equipment to assist with their mobility both at home and to access their communities.

Staff told us initial assessments were reviewed to tailor people's care and support to meet and adapt to their individual needs and preferences.

People's care records recognised and respected their individuality. Care records contained information about their preferences and what was important to them. This included social interests, hobbies, culture, religion and relationship.

People and their relatives told us care planning and reviews were important and completed with recognition of their views and aspirations.

Staff had access to information to help them support people with their future wishes and preferences. This included end of life wishes and preferences. A staff member said, "One person was receiving support at end of life. They had resuscitation preferences in case of emergency recorded and had chosen to remain at home. The family was in close contact and they have an understanding of these preferences."

People's wishes for end-of-life care and support were identified and recorded in care plans where they had agreed to this.