Carelytical Homecare 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 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 71 (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 did not always make sure people’s needs, preferences and requirements were detailed in their care plans. Therefore, they did not demonstrate how people were at the centre of their care and treatment choices. Care records did not detail to staff how to meet the physical, mental, emotional and social needs of people. People and relatives have confirmed they had access to care plans, and people told us the care they received was person centred and met their needs. Staff demonstrated they had a good understanding of people and knew them well.

The provider understood the health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People and relatives told us they felt they received the care they were paying for and were complimentary of the service staff provided. Feedback received from people referred to the provider as being flexible, supportive and understanding.

The provider supplied accurate and up-to-date information in formats that were appropriate to individual communication needs. People told us communication was good between themselves and the provider, and confirmed staff also maintained good communication with them from the start.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Surveys and other feedback from people and relatives demonstrated positive feedback regarding the quality of the service provided. The service would benefit from implementing an improvement plan, which we recommended captures all low-level concerns and other feedback from staff. People and relatives told us the service listened to them and they would have no concerns in reporting anything.

The provider made sure that people could access care, support and treatment they needed, when they needed it. People told us call times were flexible and could be changed depending on their needs The provider had an on call/out of hours number which was always monitored, so people could contact the service if they required any support between care calls. We found some issues with the logging in and out of calls not being recorded accurately, but the registered manager was working on rectifying the issues faced around these to clearly reference time spent in care calls. People confirmed staff stayed the allocated time for calls and had reported no concerns in this area.

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. Whilst not all protected characteristics had been clearly detailed in care plans, feedback from people was positive in relation to their experience and outcomes of the care received. One person told us, I am very happy with Carelytical, the carer I have is brilliant. It’s all about consistency for me, this is key as it helps me, and they know this and respect this.”

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. Staff were trained in end-of-life care and relatives had provided positive feedback for the care their family member received whilst on end-of-life care. One relative told us, “The care my husband received was marvellous. The way the carers looked after him, respected him was amazing. I miss them so much, we became friends as they didn’t just look after my husband during the end of his life, they looked after me too.”