CCS Home Care Services (Hillingdon)

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’s care plans were written in a person-centred way. Information was provided in a range of formats to meet people’s communication needs. People were asked for their view on the quality of the care they received. People’s equality and diversity needs were identified and met.

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.

People receiving support and relatives told us they were happy with the care provided and it met their needs. A relative commented, “The care is person centred. My relative can make decisions and choices. The carers are very responsive to wants and needs.”

Care workers understood the care needs of the people they were supporting and regularly reviewed the care plans which included detailed information on people’s wishes on how their care should be provided.

People receiving care and relatives confirmed they usually had the same care workers providing their care so they got to know them.

The registered manager commented, “We need to make sure that the care is based on needs and choices with consideration of their religious beliefs and culture and any ways they want to live their life and give them choice. If the service user does not speak English, we try and match a care worker with the same language and if we can’t match the language we match cultural background.”

We did not receive any direct feedback from partners in relation to this area as part of this assessment.

Care workers were allocated to the same group of people so that there was consistency, and they developed an understanding of each person’s care and support needs. Care plans identified the person’s religious and cultural characteristics and their language preferences.

People receiving support and relatives told us they knew how to contact the office if they had any questions or concerns.

The Quality Improvement Manager explained the service user guide had been translated into 7 different languages and an audio version to enable as many people as possible to access the information.

Care plans indicated if the person had any visual or hearing impairments and any other communication support needs. Information was provided in a range of formats to meet people’s needs. As well as the service user guide being translated into different languages, the welcome letter, complaints, and safeguarding procedure had been translated into braille. The website had an option to change the colour of the text to meet people’s sensory needs.

Some people and relatives told us they had not been asked for feedback on their experience of the care provided whilst other people confirmed that had provided feedback through survey forms and on the telephone.

The registered manager told us people were asked for feedback through quarterly quality assurance visits, telephone interviews if a face-to-face meeting cannot be arranged and spot checks carried out 4 times a year. The results of contacting people for feedback were analysed and any actions were identified.

The provider had a process to investigate and respond to concerns and complaints. We reviewed the records of 2 complaints, and we saw information about the concern and investigation were recorded but not all the actions taken were noted. This was discussed with care supervisors who informed us they would look at the recording form so that all actions were noted with any learning.

People and relatives were able to contact the provider and speak with staff if required as there was an out of hours service.

The registered manager explained the office was staffed between 7am and 10pm and over the weekend with an out of hours service in case of any emergencies.

We were unable to gather any direct feedback from partners in relation to this aspect of the care provided.

People’s feedback about their care were analysed and actions were identified for any issues of concern were raised. People’s care was provided to meet their identified needs and this was recorded in their care plan.

People using the service and relatives told us their cultural and religious preferences were supported. A relative commented, “[My family member] is not a religious person but is happy that their cultural needs are catered for.”

Care workers confirmed they had completed training on equality and diversity.

The registered manager told us there was a policy in relation to religion and belief which included guidance on protected characteristics from the Equality Act 2010. The provider had developed information sheets in various languages providing guidance on managing diabetes when fasting during Ramadan.

People were supported by the appropriate healthcare professionals if they required palliative care.

The registered manager confirmed they worked closely with healthcare professionals to ensure people received the support they needed and to meet their wishes.

Care plans included information on how the person wanted their support to be provided if their health were to deteriorate. The care plans indicated if the person had a do not attempt cardiopulmonary resuscitation (DNACPR) in place.