Home Instead Burnley

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 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 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. Care plans had been devised with people and those who were important to them. The provider held discussions with people and reviewed their care often to ensure support was delivered how they wanted it. One relative said, “Care plan reviews take place regularly or as needed and I welcome this as an opportunity to catch up and check [relative] is getting what they need.” Another relative said, “It’s lovely to know [relative] will get looked after if I’m not there with them.”

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 had access to healthcare professionals and staff supported people in line with professional guidance. Staff worked with professionals to gain training, insight and confidence to deliver certain tasks such as supporting people who used a peg feed. Professionals told us the service were proactive and were an integral part of the community. One professional said, “I have had contact with Home Instead Burnley for a few years now, I have found them very friendly, professional and easy to get on with and highly knowledgeable around not only their own care services they offer but their commitment at helping and informing others of everyday dangers and worries that can affect people.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were supplied with a welcome handbook when they started using the service. This gave detail about the service and what to expect. People felt involved in the service and said they felt comfortable speaking with staff f if there was anything they were unsure about.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The provider had a complaints procedure to assist people to raise concerns. Relatives and or advocates were involved in people's decisions where applicable. People and their relatives felt listened to. We saw excerpts from daily notes which showed people had been involved in their support and details of their specific needs and requirements had been documented for staff to follow.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us the provider would assist them to access healthcare professionals when needed. Care plans and risk assessments were regularly reviewed and discussed with people to ensure they were happy with their support and that it met their needs. The provider had guidance in place to ensure staff knew what actions to take in an emergency situation.

Barriers to care and support were broken down because staff interacted well with people and their relatives to ensure they provided the best care and support they could. The provider established clear and open communication between people, families and care teams. This included providing information in accessible formats and using interpreters to address language barriers. The management team also worked in partnership with healthcare professionals (e.g. GPs, district nurses, social workers and occupational therapists) to ensure all aspects of people’s health and social care needs were addressed. This multidisciplinary approach helped overcome medical, psychological, and social barriers, ensuring a holistic care and support plan.

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. Home Instead Burnley recognised the importance of end of life care and aimed to provide support in a compassionate and sensitive way. The management team worked in partnership with people their families and other professional to ensure they met the physical, psychological, social and spiritual needs of people. The management team maintained supportive contact with families for an appropriate period of time following bereavement.