- Homecare service
Yorkshire Community Healthcare
Report from 8 January 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment 11 January to 25 January 2025. This service is domiciliary care service providing personal care and nursing care in people’s own homes. Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff. Records showed staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. Overall, there were enough staff with the right skills, qualifications and experience. People were protected . Relatives said they felt people were safely cared for. Staff understood and managed risks. Equipment met the needs of people, were clean and well-maintained and any risks mitigated. Care was exceptionally person centred and was based on latest evidence and best practice. People were involved in assessments of their needs. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people where they did not have capacity. They monitored people’s health to support healthy living. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People were involved in decisions about their care. The service provided information people could understand. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People were involved in planning their care and understood options around choosing to withdraw or not receive care. In general, most staff felt supported to give feedback and were treated fairly.
People's experience of this service
The majority of the people and relatives we spoke with told us they had a positive experience being supported by Yorkshire Community Healthcare. One relative told us, “The nurses are amazing, fantastic, could not be better.” Another relative said, “The staff we have are very good.” Someone else said, “They are brilliant, a really good provider. We have had others and they are 100 times better.” Everyone said they felt their family member was safe and well looked after. However, some people did have mixed views regarding communication. One relative said, “I feel they [managers] need to work harder on communication. You do not always get timely responses.” Another relative said, “I think it is getting better, but sometimes they do not always communicate effectively.” Most of the staff we spoke with said they felt the managers were supportive and caring, however some staff had mixed views regarding this. One staff member said, “I do feel the managers do not always listen.” Another staff member said they also felt managers did not always listen to concerns. We raised this feedback with the provider at the time of our assessment. We also contacted external professionals for their feedback. One professional said, “They follow a very person centred approach and can accommodate needs flexibly.” Another professional said, “Communication has been good, via email and Teams meetings. Any concerns I have had, appear to have been dealt with immediately."