Homescare Ltd - Peacehaven

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

Care provided by staff was person centered and met the needs of people. Working with other health and social care professionals, the service made sure people received the most appropriate support needed. People’s communication needs were met. Although some people and relatives were not aware of the complaints process, everyone told us they were confident to approach managers if there was a concern. There were a range of activities that people could be involved with either in groups or one to one. Not all staff had been trained in end of life care and this area of care had not been discussed with people.

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.

Care and support was provided in a person centred way with people’s needs being at the heart of day to day life at the service. Comments from relatives in respect of person centred care included, “Yes they do put them first,” “Yes they do listen to concerns” and “Yes, that’s the impression I get.” A person said, “I like my own company - I stay in my room mostly. They understand that.”

Staff told us that they knew people and were aware of their daily routines and preferences. They said they put people first when carrying out tasks or activities and would prioritise attending to and talking with people over other non-person centred tasks.

We observed interactions between staff and people and saw staff knew people well. We heard staff talking with people about their families and who was visiting them that week.

The service made sure that people received the care and support they needed both on a day to day basis at the service itself and by linking in with other relevant health and social care professionals. People confirmed this was the case and told us they received all the support they needed. A relative said, “I do feel (relative) gets support from other professionals.” Another added, “Yes the doctors come in if required and they get support to attend the Opticians.”

Staff told us they were confident to raise any changes in people’s support needs with managers and other professionals. A staff member said, “Any changes in their needs would first call GP or DN. Can report things to managers and at handover meetings.” They went on to say, “We get great support from the District Nurses.”

There were various areas of care provision where the registered manager was receiving support from the local authority. Professionals told us that the relationship was a positive one and that progress was being made which would benefit the overall service that people received.

Some care plans had contact details for key professionals involved in people’s care and health needs. These were in the process of being reviewed and updated.

People and their relatives told us that staff were patient and understanding and made themselves clear. Most people were able to understand conversations and did not have any particular communication issues. Some lived with hearing impairments and they told us that staff know to take their time and speak clearly.

Staff told us that there was no one with any significant communication issues. However, staff were aware of the need to talk clearly and slowly to those who may need more time to process information, for example, those with an early dementia diagnosis.

The registered manager was aware of Accessible Information Standards, the legal rule requiring services to be able to communicate with everyone is a way they understand. Apart from those living with early onset dementia, there were no other specific communication needs. There was a communication page within care plans that gave details of preferred methods of communication and if people had any specific needs.

People and their relatives were unsure of the correct process to follow if they wanted to complain. No one told us they had seen a policy or any instruction about how to raise concerns. However, they went on to tell us they were confident to raise any concerns they might have with staff. A relative said, “I’ve no idea how to complain but would speak to the managers.”

The registered manager told us a copy of the complaints policy was kept in the reception area but acknowledged that this needs to be brought to people’s attention.

A complaints policy was in place and was kept in a communal area.

People had access to support and services that they needed or asked for. This included hairdressers, podiatrists and dentists. A relative said, “Yes, hairdresser on site and can call doctor or nurses when needed.”

Staff confirmed that people have access to the support they need. A member of the care staff was also the hairdresser and was able to carry out this task for people when not engaged in other duties. Staff told us that people’s needs were met whenever they required support from other professionals.

Professionals said that the service worked well with them and there were good lines of communication. One told us that the registered manager and wider management team were engaged with them and helped facilitate visits which directly impacted on improving people’s wellbeing.

Care plans contained details of key people and professionals that may be required to support people. This enabled quick access to contact details and appointments were made in a timely way.

People told us there were plenty of activities and things to get involved with at the service if they wanted to. Some people told us they were able to go out on short trips, some alone and others with support of staff or loved ones. A person said, “Plenty to do. I go out to bingo up the road once every week – go there on my own with my walker.” Similarly, relatives said that there was plenty of things for people to do, one telling us, “There is an activities lady and there is lots to do. They have a singer on a Wednesday, sometimes go out to the dementia café. Mum is happy most of the time in her room but knows there are things to do if she wants.”

Staff told us that they supported people either in group sessions or one to one in their rooms. There were dedicated activities staff who provided most of the support but care staff supported when not engaged in other tasks. A staff member told us, “They go out to the shops. We aim to make them as independent as possible. Some go out for lunch. Some do stay in but that is their choice. They are all given a choice of things to do.”

Care plans had a section to record details of people’s likes, dislikes, hobbies and interests. Including what people’s preferences were with activities available at the service. The care plans were in the process of being updated, including this section relating to activities. Some people preferred to remain in their rooms and this was documented. Others had activities and friendship groups they enjoyed being a part of.

People told us that they had not had discussions or meetings relating to their future care preferences. Some had separate meetings with GP’s and discussed ‘Do Not Attempt Cardiopulmonary Resuscitation’ (DNACPR) which concerned their decisions about being resuscitated if they stopped breathing. Relatives confirmed that no discussions about future care and support had taken place.

Not all staff had completed end of life training. Some staff told us they had completed this training at previous places of work but no one had done the training at this service. However, people were able to tell us some of the important aspects of support for people during this period of their lives. One staff member said, “Important to consider their rights, dignity, comfort and to support them.” Another said, “I’ve not had end of life training but was here when someone passed.”

Some care plans contained DNACPR documents but none had any detail about actual end of life support that people wanted. It was not documented whether these conversations had taken place or not.