Pharma Homecare LTD

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 rating of this key question for this location and it 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.
Relatives confirmed the care their family members received was person centred and reflected their care needs with guidance on how these needs should be met. A relative said, “Yes the registered manager regularly checks with us about the care.” The registered manager confirmed that they obtained consent from the person receiving care for their care records to be shared with relatives. Care workers completed a record of the care they provided following each visit, and these were regularly reviewed to ensure the care provided reflected the person’s care plan.
 

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. Relatives confirmed that their family members were supported by regular care workers which meant there was continuity of care, and a positive relationship was able to develop. Relatives told us that their family members looked forward to the care workers arrival and they felt a good relationship had developed between their family members and the care workers.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans and risk assessments included detailed information on the person’s communication needs. This included if the person used aids such as hearing aids or speech devices and their preferences for how they wanted to communicate. The registered manager said communication needs were identified during the initial needs assessment and the care workers were provided with specific guidance on how best to communicate with the person. Relatives confirmed the information provided was clear and if they had any questions, they felt confident in contacting the provider.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Relatives confirmed they were encouraged to give regular feedback on the care. Relatives told us, “We are always giving feedback through the care worker and to the office” and “We are in regular contact with the registered manager.” Relatives also said they had no reason to raise any issues, but they understood how to raise any concerns or complaints relating to the care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s care needs were identified and regularly reviewed to ensure they were accurate, and the person was being supported to access the care they needed. Care workers completed training which enabled them to provide appropriate and safe care to meet the needs of the person they were supporting. People were supported to access hobbies and activities they enjoyed.

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. Relatives told us their family members were treated with respect, kindness and dignity by care workers when they provided care. People’s care plans indicated if they had any religious or cultural preferences and care workers had guidance on how to support these. There was a policy relating to equality and diversity. The registered manager confirmed care workers completed training on equality and diversity and there was information in the care worker’s handbook on the policy.

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. The registered manager told us that when they were supporting a person living with a learning disability/autism they worked with the person, their family and other professionals to identify their wishes, goals and preferences for their care. These goals were regularly reviewed to ensure they were being met. At the time of the assessment the provider was not supporting anyone requiring end of life care. The registered manager explained that if a person was identified as requiring end of life care there was a process to ensure people’s needs were met by providing appropriate care and ensuring relevant healthcare professionals were involved.