A Kind Homecare Hinckley & Bosworth

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. 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. People received personalised care and support specific to their needs, preferences and routines. People's care plans reflected individual needs with clear guidance for staff to follow to ensure person centred care. People's care plans were regularly updated to reflect their changing needs. One relative described how managers had carried out a detailed assessment and obtained resources and specific training for staff to ensure they were able to support the person’s specific health needs.

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. Staff worked with other professionals to make sure people’s needs were met and made timely referrals where needed. For example, the registered manager supported people to access health assessments for additional funding and made referrals for occupational therapy assessments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans provided details on people’s communication needs. The registered manager was able to transcribe information into people’s preferred formats where required.

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. People and relatives told us they felt able to raise any concerns and these were dealt with in a timely way. Comments included, “I know most of the staff and can speak with them. If I have a problem I go to the management team; they are always at the end of the phone” and “ I am able to talk with all of the staff if I have any problems.” The registered manager ensured any concerns were resolved to people’s satisfaction and undertook regular surveys with people and relatives to ensure their views were heard and responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager supported people and their relatives to access services, including health care and assessments, to ensure they received the care and support they needed. This included health assessments and reviews of funding to support them financially.

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. Staff and managers advocated on behalf of people to ensure they had access to medical services they needed. A relative described how staff supported them with information and assistance to ensure their family member received the care they needed.

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 future goals and aspirations. For example, one person wished to regain their independent mobility and staff were supporting them to achieve this. People and relatives confirmed they had been provided with the opportunity to discuss their wishes for end of life care and these were included in the care plan where decisions had been made.