My Homecare Sutton and Surrey

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care and support in response to this.

People told us staff respected their individual differences. A person told us, “They are always very good.” Staff told us they were respectful of people’s cultures and discussed their cultural needs. One care worker said, “We are aware of any religious or cultural needs. We take account of anything that their culture incorporates.” Another care worker told us, “Active listening, open communication and making adaptions for people where possible can aid in supporting individuality.”

Staff told us they were working with one person who had communication needs. They developed a picture book with pictures of items that were important to their daily routine but also their interests. The person pointed to the picture to communicate their wishes with staff. The registered manager told us this supported the person to express themselves and they continued to update the picture book as their interests changed. Staff similarly were working with a person who had mental health needs and experienced episodes of low mood. They developed a picture book with pictures of what they did on a good day, so they could look at these pictures and reflect on what made them happy.

There was a clear equality and diversity policy in place. This included making adjustments for people and staff depending on their needs and any disabilities, including supporting people from the LGBTQ+ community and ensuring people were free from discrimination. The initial assessment process had been expanded to gather more detailed information about people’s individual needs, including obtaining information about their preferred name and pronoun.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.