Hayes

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 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 staff provided person-centred care which reflected people’s needs and choices. People told us they were happy with the care they received. They said the agency was responsive when they wanted changes. They were involved in planning and reviewing their care and regularly spoke with the registered manager about their needs. Their comments included, “[The agency] has looked after me for a long time. I am happy with them. They organise everything for me” and “[Care worker] knows me well. [They] help make sure I look nice. [They] comb my hair because [they] know this is difficult for me and help me with my pain.”

The provider supported people to access the community and different services when needed. People using the service and their relatives confirmed this. Their comments included, “[Registered manager] has helped me talk with hospital staff and social services” and “The staff help me with appointments, have organised taxis, spoken with the council and helped me contact the doctor.” The staff supported people with some activities outside of their home, including accessing resource centres and going for local walks.

The agency gave people a good amount of information about the service, about other services and guides about staying healthy. All information was available in different formats if needed, including large print, easy read and different languages. Information given to people included the complaints and safeguarding procedures, a service user guide, and guidance about fire safety, support with oral care and skin integrity, as well as information about people’s medicines and health conditions. People using the service and their relatives told us they had the information they needed and could speak with the registered manager about any queries.

The provider actively sought and listened to people’s feedback. The registered manager visited or contacted people weekly, involved them in reviews and asked them for written feedback about their experiences. Comments from people and their relatives included, “They are good at staying in touch” and “I have all the information I need, and they ask my opinions.” There was a suitable complaints procedure; and people were familiar with this. The provider had responded to concerns and made improvements to the service because of these and feedback from stakeholders.

The provider helped people to access services and overcome barriers. One person had a personal goal to swim. They had not been able to access this activity because of their physical and healthcare needs. The provider had liaised with staff at a local swimming pool, assessed the risks and put together a plan for the person, which included transport, staffing and equipment. The registered manager attended the swimming sessions to complete a continuous risk assessment and adjust the plan where needed. The provider had a 24 hour on-call system and people using the service, relatives and staff could contact them whenever they needed for advice or to share information.

The provider ensured people’s human rights were respected and they experienced equity with outcomes. There were policies and procedures regarding equality and diversity. Staff had training in these. People’s care plans considered their different needs and any protected characteristics. People told us they were supported with their cultural, religious, sensory and disability needs.

The provider helped people to plan for the future. They asked people about any specific wishes or needs they had for end-of-life care and goals for what they wanted in the future. Care plans included information about these wishes and goals. The provider had procedures regarding end-of-life care and produced a guide for families and staff. Staff undertook relevant training to help them understand about the importance of good end-of-life care.