Hibiscus Domiciliary Care Agency

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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

People received care which placed them at the centre and staff worked in partnership with them to meet their needs. The provider had systems in place which created care plans that were detailed and gave staff the information they needed to provide person centred care. One relative told us, “The staff keep me well informed and we are engaged in [person’s name] care plan, we work together.” Staff could describe peoples needs, preferences and their interests.

People had support from staff who understood their diverse needs and worked with others to provide care and continuity. Staff told us the information in peoples care plans helped them to meet people’s diverse needs. One staff member said, “Everything we need to know is in the system it tells us what we need to do for the person.” Care plans included information which guided staff on how to support people and were used to ensure people had continuity of care. Staff recorded information in the electronic system at each call which meant the whole staff team were kept informed about people’s care delivery.

People received information in formats that were tailored to their individual needs. The provider had systems in place to ensure people had access to information in a way they could understand it. People’s communication needs were assessed, and plans were put in place to help guide staff on how to communicate with people. Staff told us the care plans included guidance on how to provide information. One staff member described 1 person needing large print written information and how this was provided for the person.

People were able to share their feedback on the service, make a complaint about their care, treatment and support and were involved in decisions about their care. People told us they could raise concerns with staff and the registered manager. Relatives felt engaged and involved in people’s care, they described being able to have open conversations with staff and managers about people’s care. The provider sought peoples feedback and acted on the information they received. Surveys were used to seek views on the service and gain people’s feedback.

People could access the care, support and treatment they needed when they needed it. The provider had systems in place to ensure peoples care calls were scheduled to meet their needs including specifying the times they received the call to meet their preferences. Partners told us the provider worked to ensure people had access to the service and said this was demonstrated through the wide variety of support they provided to people.

People received tailored care and support and prevented inequity in experience and outcomes. Staff told us about the adjustments made in people’s care plans to ensure people received the care they needed. One relative told us they felt the service supported their relative to maintain their health and wellbeing.

People were supported to plan for the future and make decisions including about care at the end of their life. People had discussions with staff about their future plans and this was documented in people’s care records. There were conversations about people’s preferences for where they were cared for, important people in their lives and arrangements they would like to make.