A2Z Home Care Services 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 that the service met people’s needs. This is the first inspection for this newly registered service. This key question has been rated good. People’s care was personalised. They received consistent care from the same staff at a time which suited their individual needs. People’s communication needs were considered when providing information. People’s end of life care wishes were not documented.

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.

People’s care plans were personalised based on their assessed needs. These included information on their physical, mental health and sensory needs as well as information about their families and culture.

Staff told us people received care which met their needs and preferences. A member of staff said, “Clients often receive prompt responses to their specific needs, and their care plans are updated timely to reflect any changes in health or preferences.”

People received consistent care. Relatives confirmed staff knew people well. A family member told us, “It is generally the same 1. If someone different comes they are generally here for several visits. If it’s a different person, they tend to have someone with them the first time.”

The registered manager told us they used agency when staffing levels were short to ensure care was still provided.

Another professional confirmed the service was provided as required. They said, “So far, they have never failed to provide service to the citizens commissioned through our local authority.”

The service had a system which generated a prompt when people’s records were due for review.

People were able to have a paper copy of their care record in their home. There was also an option to have access to the mobile device application.

Staff we spoke with were able to describe people’s communication needs. The registered manager told us they would provide documents in other formats if needed.

The provider considered people's communication needs as part of their initial assessment and ongoing reviews.

People’s relatives told us they had not been approached for feedback on the service. However, they described speaking with the registered manager frequently and would go to them if they needed to make a complaint.

The registered manager issued an annual survey to people. We reviewed the responses for 2023 and saw these were all positive. However, not many people had responded; the registered manager had recognised this and planned to meet face to face with people instead to obtain more useful feedback.

The service had a complaints policy. At the time of our inspection there had not been any formal complaints. The registered manager had a log where informal complaints had been recorded and showed actions taken in response.

People received appropriate care and support at a time which suited their individual needs.

The registered manager understood people’s right to equity in accessing care and support. They gave examples of how support was adjusted to meet people’s individual preferences.

Another professional told us the service involved them and other professionals to support people’s needs. They said, “They have actively engaged with district nurses and medical staff to support the person that they are commissioned to care for.”

The registered manager told us when they did not have enough staff to accommodate people’s care they had arranged agency support. To ensure continuity of care for people, they had agreed to keep agency staff after new staff had been recruited.

People’s individual needs were considered to ensure equity in their experience of care.

The registered manager understood people’s human rights and their right to equality.

The service had an equality and diversity policy.

People did not have end of life care plans. A family member told us their relative’s wishes, but this was not documented.

Staff told us they had cared for people at end of life. A member of staff said, “We gave [person] choices and care according to [their] wishes.”

People’s care plans did not include information about their wishes at the end of their life. We saw a person’s care review stated their wishes, but this was not recorded in the care plan. The record did state they had a DNACPR, but it mentioned 2 different places it was kept in the house; this meant there was a risk staff may not find it if medics needed to see it.