Altogether Care - Care At Home Limited Poole

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 service 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 told us the care they received was person centred, and where appropriate, their relatives agreed. Staff told us they had enough information about people’s needs to provide safe care. The provider had an electronic care planning system which meant information was updated or changed instantly. Records showed the person was at the centre of the care documented within the plans. Care plans linked together and signposted to related plans to support holistic care and support.

The service 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 told us they could access the care and support they required. This included seeing their doctor or nurse. Relatives were confident in the staff to summon medical support if needed. Staff told us they routinely contacted professionals to support people such as, GP, community nurses and occupational therapists. The providers electronic care planning system was used to ensure continuity with care records and interventions. Records showed input from a variety of health and social care professionals. Information was shared through handovers, meetings and messaging systems.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about how a person communicates was detailed in care and support plans. This information was highlighted if a person had communication difficulties and shared with relevant health and social care professionals.. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The service adapted to meet people’s individual communication needs, an example was where they made a telephone call to a person to advise them of their visit time.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they felt involved in their care and support, either working with the service or their individual member of staff. Everyone told us they felt comfortable speaking with the manager or any of the staff if they had concerns. People and their relatives knew how to make a formal complaint if they needed to, and were confident the manager would take it seriously. The manager told us they were developing the system to ensure people understood what changes had been made as a result of their feedback. Systems were in place to ensure people could feedback on the care they received with ease. A formal complaints procedure was in operation, the process was in accordance with good practice guidance.

The service made sure that people could access the care, support and treatment they needed when they needed it. People told us they received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to live the lives they wanted. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing monitoring. Within each policy there was consideration of equity, accessibility and safety.

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. People and their relatives told us they were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates. Staff training, guidance and spot checks meant staff were consistently reminded of their responsibilities. Policies and procedures underpinned working practices within the service, and this was supported by training and ongoing monitoring.

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. People were provided with opportunities to discuss their care needs in their last years and days. Given the sensitive nature of the conversations, some people had not recorded their views; however, the manager told us they were aware of this and had a plan to develop them further with people. Records showed people preferences were recorded.