Bloomsbury Home Care – Essex Mid

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.

People were supported to make decisions about their own care and support. Staff treated people as individuals, providing a person-centred approach. People had access to external health care professionals to ensure their health needs were met when required. Where people’s future planning and end of life wishes had been discussed and documented, this information was limited for staff when supporting people at the end of their life.

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.

People and their relatives told us they received care which met their needs and preferences. Comments included, “Staff know what they are doing and are very gentle with [person,] and “The care I receive is very good, the carers are friendly and listen to me and respect me.”

Staff were positive about how they worked to ensure people received person-centred care. Comments included, “Care plans reflect people’s lifestyle and individual care and support needs. Over time we get to know the people we support and know their likes, dislikes and preferences.” People’s care plans contained detailed information about people’s preferred routines and preferences in relation to their daily routine. And “I make sure care is tailored to each person’s needs, considering factors like age, disability, religion, culture, and personal preferences. For example, if someone follows a specific diet for religious reasons, I ensure it’s respected.”

The provider 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 and relatives told us they were now receiving care from mainly the same regular staff, so they received continuity of care. Comments included, “I get four different carers, but if a new one comes I`m introduced to them,” and “I get three visits a day and they make me a drink, check my medication and do my breakfast. I get the same two carer`s which is nice.”

People, their relatives and staff were provided with information which was accessible, safe and secure and supported their rights and choices. Systems were in place which enabled people to either receive information about the service or have their information in accessible formats should they so wish. The manager and staff we spoke with told us information for people could be supplied in the person’s preferred format as and when required. For example, information could be received in different languages, electronically, in paper format, different font sizes and Braille depending on a person’s requirements. A member of staff told us, “I communicate in ways that suit each person, whether that’s speaking clearly, using simple language, or writing things down. If someone has hearing or speech difficulties, I adapt by using gestures, visual aids, or assistive technology.”

People were listened to and involved in the planning of their care and support. People and their relatives told us they knew how to make a complaint or raise any concerns. A member of staff told us, “If a person or their relative isn’t happy about something, I listen to their concerns, reassure them, and report the issue to my manager. For example, if a family member feels their loved one’s care needs have changed, I would escalate it for review. Complaints lead to improvements, such as adjusting care plans or providing extra support.” The manager had recently sent satisfaction surveys to people and their relatives, they told us when the surveys have been returned all the information is reviewed with actions to be taken. A letter of response is then sent directly to the person or their relative with the outcome.

People could access the care, support and treatment when they needed it. We saw people had been referred to a range of different health professionals, such as GP’s, District Nurses and Speech and language therapists (SALT). Staff understood people had the right to receive the care and support that met their individual needs. A member of staff told us, “I make sure everyone receives the right care and report any issues which may affect this, like missing equipment. If someone needed a hoist but didn’t have one, I would escalate it to management to ensure it’s arranged.” We requested information from partners however, we received no information in response to our request. People were able to access care, treatment and support when they needed to and in a way that worked for them.

Staff and leaders actively listened to information about people who are most likely to experience inequality in outcomes and tailored their care, support and treatment in response to this. Overall, people received appropriate care and support at a time which suited their individual needs. The manager and staffing team understood people’s right to equity in accessing care and support. People told us they were treated fairly and had not experienced any discrimination. Comments included, “The carer's are fantastic, really great, I have experienced no discrimination,” and “Staff treat us both good and fair with no discrimination.” A member of staff told us, “People using the service may face discrimination in healthcare, public spaces, or accessing benefits. If I notice unfair treatment, I advocate for them by speaking up and ensuring they get the support they deserve.”

People’s care plans included a section for documenting information and discussions around making informed decisions about their future, including their end of their life wishes. However, these contained very little information. The manager told us these conversations were sensitive and not everyone wished to discuss or had thought about their end of life care. We did see where people had a ‘do not attempt cardiopulmonary resuscitation (DNACPR) in place, their care plans informed staff or other professionals where it was kept in the event of a medical emergency. Staff had received end of life training and although people did not require any support with end of life care at the time of our assessment the manager told us they would liaise with the community hospice, district nursing team and the persons own GP. A member of staff told us, “Good end-of-life care means keeping the person comfortable, respecting their wishes, and ensuring they are not in pain. I work with nurses, doctors, and families to provide the right support, and ensure I have access to necessary equipment like pressure-relief mattresses and specialist advice when needed”. The operations manager told us they were in the process of implementing a separate end of life care plan to fully capture the care, support and treatment a person receives during their end of their life journey.