Hand on Heart Care

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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

The provider was responsive to people’s needs and assessed, reviewed, and appropriately adjusted their care plans as required. This included any communication needs. Staff provided people with person-centred care and people were given choices and encouraged to follow their routines, interests, and encouraged to maintain contact with friends so that their independence was promoted, and social isolation minimised. People’s relatives were given enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and nvested.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

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

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The providers processes demonstrated people were receiving the standard of care they expected and wished for. People’s care records contained current information about their wishes in relation to how their social, cultural, and spiritual needs should be met as well as their care and support needs to promote their independence. Training records showed staff had received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

People’s relatives understood people’s rights to be equally, and fairly treated, and receive the care and support they wanted based on their specific needs. Relatives said they were engaged and supported by staff so that people were included and had the same opportunity as others to receive the care and support of their choice. Relatives described staff as kind, caring and compassionate. A relative said, “[Person using the service] certainly receives the care and support they need and want, how they and we want it."

Staff understood people had a right to be treated equally, fairly, and to receive care and support that met their specific needs. Staff recognised people as individuals and took trouble to know what their preferences, likes and dislikes were. A staff member said, “I have been supporting [Person using the service] for a quite a long time and know their likes, dislikes and support them accordingly."

The providers processes demonstrated people were receiving the standard of care they expected. People’s care records contained current information about their wishes in relation to how their social, cultural, and spiritual needs should be met as well as their care and support needs to promote their independence. Training records showed staff had received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

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.