AAA Homecare Limited - Teesside

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

This is the first inspection for this newly registered service. This key question has been rated good. The registered manager understood the diverse health and care needs of people and their local communities. They aimed to provide care, which was joined-up, flexible and supported choice and continuity. The registered manager strongly advocated person-centred care and were quick to respond to any relevant changes in people’s needs. People felt the registered manager and staff listened to them and acted on any concerns. The systems in place made it easy for people to share feedback and ideas or raise complaints about their care and support. Information was provided in appropriate, accurate and up-to-date formats that could be tailored to individual needs. There were no active complaints. The registered manager ensured everyone could access the care, support and treatment they need when they need it. We found that care records were written in a person-centred way which assisted staff to understand how people wanted their care and support to be delivered. The provider had systems in place to support people to plan for important life changes, so people had time to make informed decisions about their future, including at the end of their life. No one was receiving end of life care but staff understood how to deliver this if needed.

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 spoke positively about the care they received and told us they were involved in their assessment and ongoing plan of care. Feedback was sought through surveys, regular meetings with the management team and also dynamically through the care app used by the provider after each care visit. One relative told us, "The carers have an app but we are generally there so we see what they do. The carers work well together and they all have a laugh together."

Staff ensured they consistently provided care and support, which was tailored to each person’s needs. One staff member told us, "I keep up to date with care plans and risk assessments through regular handovers, and team meetings. We also use a system where any changes in a client's condition or needs are immediately logged and communicated to all relevant staff. This ensures that we are always aware of any changes and can adjust our care accordingly."

People received well-coordinated and consistent care from staff who knew them well. One relative told us, "Happily we get the same faces for carers and they never miss. -They are very kind and caring and they all know how to use the equipment."

Staff told us they were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. One staff member told us, "Yes I feel like I have had a good amount of training and shadowing support and also I have been enrolled onto my level 3 qualification. I'm supported to do my job well."

Partners spoke positively of the competency of the service and staff team. One commissioner said, "AAA picked this package up at short notice and went out of their way to help us when we were struggling to get a provider to travel out of the town. The registered manager worked quickly and efficiently with us to get the package sorted to enable the person to return home."

The registered manager had worked to foster positive relationships with health and social care professionals when they established the company. Processes were in place to support a range of healthcare professionals to be involved in people’s care.

People told us they received information in a format, which suited their needs. Many people told us they liked the app used by the provider so they could see exactly who had visited and when and they could view notes about people's health or raise a concern.

Staff were aware they could provide information in different ways and tailor these to suit people’s needs.

Policies and procedures were in place in relation to the Accessible Information Standard and GDPR.

People knew how to raise a complaint if they wished to. One person told us, "I can get through straight away and they deal with any queries. We have been asked for feedback but nothing has changed as they don’t need to change anything. They are all very honest and that includes the head office as well." One social worker told us, "Feedback from clients is quality of care is excellent, I have received no complaints regarding AAA Homecare."

Staff made sure people always had the opportunity to share their views about how the service was working for them. Staff understood the provider’s complaints procedure. They were encouraged to gather people’s feedback and treat any concern as a complaint.

A complaints procedure was in place. People and relatives knew how to raise concerns and did so when needed. There were processes in place to make sure any concerns were investigated, and lessons were learnt from them. People were involved in decisions about their care. The registered manager told us they visited anyone who may have a "niggle" or minor issue so they could resolve it with them in person and quickly. The management team valued feedback they received as they wanted the service to be constantly improving.

The registered manager ensured everyone could access the care, support and treatment they needed when they need it. People and their families said staff supported them well.

Staff understood how to ensure people had access to equitable to health and social care services. People's care records showed they had access to care, support and referrals were made for treatment when they needed it.

The service had a clear process and criteria for accepting referrals and this detailed the level of support the team could offer. The registered manager made sure care records detailed how to access care and support people might need. They made sure initial assessment care records contained pertinent information about people’s needs and preferences, which supported staff to provide appropriate care.

There was a positive culture within the staff team and staff tailored care and support to meet people’s diverse needs. Staff were aware of people who were at risk of potential discrimination and ensured appropriate support was in place for them.

Staff completed equality and diversity training and observations confirmed staff respected people. The registered manager actively listened to people who were most at risk of experiencing inequality. One staff member told us "I feel like professionally and personally management are very supportive. I couldn’t be happier with the team and management that I work with."

Policies and procedures were in place in relation to equity, equality and diversity. A commissioner we spoke with told us, "From the client’s I know that have accessed the service there have been no concerns raised in regard to not being treated equally and fairly. Time is taken around care planning in my experience when approaching AAA Homecare to consider what has been requested and how this can be achieved and I have not had any concerns around clients not having fair access to the services on offer via AAA Homecare."

No one was receiving end of life care, but we found staff worked with people to understand their wishes for the future and this was detailed in support plans.

Staff had received training in planning for and providing end of life care and were aware of best practice. The registered manager promoted a positive, person-centred culture. The staff put people’s needs and wishes at the heart of everything they did

The registered manager had ensured policies and procedures were in place around providing care for people reaching the end of their life. They told us of good working relationships with community teams to ensure people received good quality care at the end of their life.