Violets Homecare Services Limited

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

People knew how to give feedback about their care and were able to raise any concerns or issues. People and their family felt confident that any complaints would be listened to and taken seriously.

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.

The service encouraged feedback and involvement from people and their relatives to improve care outcomes. A relative said, “To make sure we were satisfied with the service, someone came to see us.” Another informed us, “Someone from the office visited our house a month ago and talked about the carer’s job.” A third relative told us, “We give feedback. They called on a couple of occasions to inquire about our satisfaction with the care workers. I have been asked to give feedback which has always been good.” People knew how to make a complaint and had guidance on who to contact if they wanted to raise concerns. One relative told us they had contacted the office staff about a concern which had been dealt with swiftly and professionally.

Staff said they encouraged people to discuss their care both formally and informally on an ongoing basis. One staff member said, “Violet’s office team visit the service user and a family member as appropriate in their home to discuss their care. If a service user gives me any feedback or concerns, I would let the office team know directly.”

Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback via satisfaction surveys. We saw the last results from the satisfaction surveys had been included in the service user guide. Records confirmed there were regular reviews of people's care, and these were carried out either by phone or by home visits. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular 1 to 1 meetings with a senior staff member. People were aware of the complaints procedure or who to contact in the scheme if they had concerns. The complaints procedure was included in the service user guide encouraging people to share their views on the service.

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.