Blakewater Homecare Services Ltd

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 service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 were involved in the care planning process and felt at the centre of their care and support. One relative said, “I am very happy with all of them [staff], very content, very satisfied. I have no worries at all.”

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. People had access to healthcare professionals and staff supported people in line with professional guidance. Staff worked with professionals to gain training, insight and confidence to deliver certain tasks. Professionals told us the service were proactive and were an integral part of the community. One professional said, “Blakewater have ensured the care they provide has been patient-focussed, ensuring the service user feels comfortable at each point of contact. This has, in time assisted in building a trusting and therapeutic rapport.”

The provider were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. As part of the initial assessment, the management team visited people to gather information to assist with the development of person centred care plans. As part of this process, information was gathered about effective communication and discussions were held regarding how best to communicate with people. All information was easily accessible to people and accessible formats were available such as, easy to read versions, braille, larger print, audio and in different languages. The provider believed that communication could only be effective where information was understood by people, was flexible to meet people’s needs and showed a genuine in what was communicated and demonstrated empathy.

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. Systems and processes in place showed where concerns had been raised, they had been addressed in a timely was and the provider ensured they met people’s expected outcomes or explained why these could not be met. People and relatives felt listened to and partners in their care and support. One relative said, “Bless them [staff], I’m really, really happy with them. There’s never been a need to complain, or any problems, they are much better than a previous experience we had.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us the provider would assist them to access healthcare professionals when needed. Care plans and risk assessments were regularly reviewed and discussed with people to ensure they were happy with their support and that it met their needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff interacted well with people and their relatives to ensure care was delivered in the most person-centred way. Referrals were made when people required the support of other professionals and staff understood how to follow their advice and guidance.

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 ensured end of life care plans were in place to support people respectfully and in line with their needs and preferences. Staff were trained in end of life care and were knowledgeable about ensuring sensitivity and compassion for both people and their relatives.