Care Outlook (Hillingdon)

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 provider met people’s needs.

This is the first assessment for this newly registered 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 provider 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 relatives told us the care received was person-centred, reflected their care needs and wishes as to how their support should be provided. One person said, “I get overwhelmed sometimes and [the care worker] has got a knack of helping me to calm down and carry on.” Care workers confirmed that the people they visited had detailed care plans which provided guidance on people’s care needs. They also regularly visited the same people so there was consistency and were able to get to know the person. Care workers completed record of the support they had provided during each visit which were regularly reviewed to ensure the care provided reflected that identified in the person’s care plan.

The provider ensured people received continuity of care. The registered manager told us that, whenever possible, the same group of care workers were sent to a person to promote continuity of care. People and relatives explained they were usually visited by the same care workers who they got to know well. A person said, “Yes, it makes a huge difference to me, not just the physical things, but knowing that someone does care.” People confirmed, where it was part of their care package, care workers supported them to access activities and socialise in the community. A person said, “I do feel that they understand that it's important for us to get out of the house occasionally.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans provided care workers with detailed guidance on the person’s communication needs which included information on preferred language and if the person was living with a medical condition which could affect their ability to communicate. People and relatives confirmed they understood the information about the care being provided and if they had any questions they could contact the senior staff. The registered manager explained a person’s communication support preferences were identified during the initial needs assessment. Information was provided to the person and their relatives in the required format including easy read, large print or in the person’s preferred language.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People said that care workers were offered choice and supported to make decisions. One person commented, “[The provider] contacts me by phone, it’s refreshing to chat to someone who’ll listen to me.” A relative said, “Yes, the manager rings three or four times a year to talk things over and make any changes that might be needed to the care plan.” People and relatives confirmed they knew how to raise any concerns or complaints about the care provided and 1 person said, “I have the phone number of the office, I would know who to talk too.” Complaints were investigated and dealt with appropriately.

The provider made sure that people could access the care and support they needed when they needed it. People and relatives explained that, if required, the service helped them contact healthcare professionals on their behalf. Care workers completed training which reflected people’s support needs, so they had an understanding of how to provide appropriate and safe care that met people’s needs. People were also supported to access activities which they enjoyed.

The provider ensured people’s human rights were respected. People and relatives confirmed that care workers treated them with respect and dignity while providing support. They also explained care workers was aware of their religious and cultural preferences and these were respected. People’s care plans identified their cultural and religious needs and how care workers could support the person. Care workers completed training on human rights, equality, diversity and inclusion and demonstrated they understood the importance of respecting people’s choices.

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. The registered manager told us that during the initial needs assessment and when care plans were reviewed, they would ask the person if they had any wishes in relation to end of life care. Their response was recorded in the person’s care plan. The registered manager explained, when they were supporting people who were living with a learning disability and/or autism, they worked with the person’s family and any professionals such as social workers involved in their care to identify future goals and activities. These could include identifying activities which could be supported, attending college or a workplace with the appropriate support.