Right Choice Home Care

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. 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. The provider was previously in breach of regulation in relation to receiving and acting on complaints. At this inspection, we found improvements had been made and the provider was no longer in breach of the regulation.

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 provider 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’s care plans were clear about the importance of engaging them in conversations about the things that mattered to them. People told us the service was responsive in addressing any changes in needs, and that they were always involved in any discussions about change.

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’s assessments included information about their health and care needs and staff engaged with other professionals involved in their care and support. The provider was knowledgeable about people’s cultural and faith communities and staff ensured their care and support was provided to meet these needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us they received the information they needed in a timely manner. People’s care plans and risk assessments were clear and easy to understand. People were matched with staff who spoke their first language where this was identified as a communication need. The registered manager told us that, at the time of our inspection, no one required written information in other formats or languages. However, they would ensure information was tailored to people’s communication needs should this be required in future.

The provider 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.

The provider had systems in place for handling feedback and complaints. People told us they were aware of the provider’s complaints procedure. They knew how to contact the service and always received a prompt and satisfactory response. They confirmed they were involved in making decisions about their care and had been made aware of any changes to their care plans.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were enabled to choose and agree the times they wished the service to provide care, and to describe how they wanted their care to be delivered. They were aware that they could request changes to their care at any time.

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’s care plans included information about their cultural, religious, social and other diversity needs. Guidance for staff was included to ensure the care and support they provided was respectful of people’s individual needs and preferences. The provider’s equality and diversity policies and procedures reflected current best practice. All staff had received equality and diversity training.

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’s care plans included information about their end of life wishes. The registered manager told us people’s families would take care of arrangements, and this was reflected in their plans. The service was not supporting people nearing the end of life at the time of our inspection. However, the registered manager told us the service would always provide any necessary support to people and their families if required, including liaison with palliative care and other relevant health professionals.