Choices Homecare (Bolton and Bury)

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

We have received mixed feedback from people regarding seeking their views and opinions. One person told us: “If I have any issues, I can easily get in touch with the manager and office staff and they are quick to resolve things. I feel I get listened to at every level from management down to carers.” Another person told us: ”We have had occasional communication with management and office staff which has been positive. I would like a courtesy phone call from the office more often to check if things are ticking along okay. I would.”

This service scored 71 (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 have received mixed feedback from people regarding seeking their views and opinions. One person told us, “If I have any issues, I can easily get in touch with the manager and office staff and they are quick to resolve things. I feel I get listened to at every level from management down to carers.” Another person told us, ”We have had occasional communication with management and office staff which has been positive. I would like a courtesy phone call from the office more often to check if things are ticking along ok. I would.” People’s care and support have not always been delivered in a timely way. One person told us, "It’s been more settled lately but there are often changes but they never give notice, and never any explanation.”

The provider told us that people’s voice is sought after and there was some evidence in the form of care reviews. However these were found to be low on detail. There was no evidence of any formal ways of gathering people’s feedback, for example, in the form of people’s survey. The provider told us they utilise “care circle” a digital real time tool for families and people to respond to always use directly with feedback and linked to people’s actual care visits.”

We have not received feedback in this area from the partners. Partners told us that there is an action plan in place and that the provider is “working through it”.

There were some evidences of processes in regards to gathering people’s views and feedback. However there was no evidence that these has been followed. For example, the service user guide stated that the following touch points with people were undertaken. However we could not see the evidence of these. The service user guide stated, "Our quality assurance include: regular review of all services, annual surveys of service users satisfaction, and where appropriate their relatives or representatives, to obtain views and opinions, service users forum to include service users in discussion about how the service is delivered.” This meant the provider was not always seeking and acting on people's views.

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

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.