First Homecare - North London

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 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 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. Positive feedback confirmed staff knew the person very well and had an excellent understanding of their needs. A relative told us whenever there was a cover replacement for the main care worker, there was a detailed handover so the incoming care worker had an updated overview of their health and wellbeing. Staff confirmed this was a key part to ensure the person received person-centred care. A staff member added, “We discuss everything in detail. Any changes in health, their routine, changes in mood, their food and medicines.” Whilst the person’s care plan did not always fully reflect their full needs, the person and those close to them were regularly involved in decisions about the care that was centred around their needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Feedback confirmed there was continuity in the person’s care as the service was flexible and the provider worked closely with the person and their family. A relative told us having continuity, including when replacement care staff were needed, had a positive impact on their family member’s health and wellbeing. A relative added, “This helped us especially during the first few weeks. They were always checking on the service, seeing what was needed, if anything had to be changed. I think due to this it is why everything is going so smoothly and so well."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives could also access important information safely and securely. A relative told us having secure access to the provider’s digital system helped them to see updated information about the care and support. They added, “With the app, the entries are regular, and we can see what has been happening.” Although the person’s communication needs were assessed and discussed during their initial assessment, it had not been fully recorded within their care plan. However, both care staff had a good understanding of how to communicate effectively with the person which a relative confirmed. We discussed this with the registered manager who acknowledged more detail needed to be provided and would update their care records to reflect this.

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 and their relatives were given opportunities to give feedback about the care and support they received. This was through regular telephone calls and home visits. Although feedback from a relative confirmed they had never had to raise any concerns or complaints since the care started, they were very confident the management team would be available and listen to their feedback as a matter of priority. They added, “We know we can contact them at any time, even if it is late in the evening. They are always available and approachable."

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider and the care staff had regular interaction with the person to review their needs and find out if further support was needed. Where the person had mobility issues or struggled to communicate, the provider ensured they carried out home visits to check on their care and gather their feedback. Due to the nature of the live in care arrangement, where appropriate, staff supported them to healthcare appointments or called emergency services to ensure they accessed the care they required. Furthermore, staff also supported the person within the local community to improve their health and wellbeing. This was managed in a timely manner and in a way that worked for the person.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had an awareness of the groups of people who were at risk of possible disadvantages and provided staff with training to ensure they understood people’s human rights and be alert to forms of discrimination. The service said they made sure they gave people and their relatives plenty of opportunities to give feedback about their care and if they felt they could benefit from any additional help or support. The registered manager added, “We do this by ensuring proper training related to equality and discrimination, helping staff to have a proper understanding. With our checks, we can identify if there are areas of improvement within the knowledge of our staff."

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 provider was aware of the importance of this if people’s needs changed. The provider’s handbook had advice and information for people and staff about end of life planning and how to discuss terminal illnesses. Although the person’s care plan did not have any information about any wishes or advanced decisions, the registered manager explained it was an area that was always discussed during their initial assessments. If this was something people and their relatives wanted to discuss and share, it would be incorporated into their care plans.