Ace Homecare London

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question requires improvement. At this inspection, the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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.

The service made sure people were at the centre of their care and worked with people, to create care plans that were personal to them and reflected their needs. People and their relatives told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date. A relative told us, “The carers know and understand [relatives] needs, they know what [persons] needs before he knows. They know exactly what he likes and how he likes it, they know him well.” Care plans were detailed and personalised for each individual, they detailing peoples likes and dislikes and their preference of how to be cared for and supported. Staff told us that providing person centred care was at the heart of everything the registered manager and her staff did. We asked staff what providing person centred care meant to them, they said, “Person Centred care… treating people in a way personal to them, looking after their well being and health.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People and their relatives told us they had regular care staff and continuity of care which helped to improve their health and well being. A relative told us their family member had two regular care workers and how having regular care workers had positively impacted their health as staff had a good understanding of their needs and how they liked to be supported, and their family member knew the care workers very well and liked them.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care staff told us they had detailed information about people and understood people’s communication needs from care plans meaning they could support people to fully express themselves and communicate their needs and requirements.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and retrieved feedback with regular telephone monitoring, face to face service reviews and yearly surveys and shared with people the outcomes. Although people and their relatives told us they had never had to make any complaints, they were all confident they would be listened to and felt comfortable contacting the registered manager if needed. A person added, “I feel confident that I could raise a complaint if necessary. [the registered manager] is excellent, always available even if contacted out of hours, I feel very confident that if I had a complaint, I would be listened to and it would be resolved.”

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.

People and family members were positive about the care and support they were receiving. A family member said, “The staff are amazing and help my relative a lot.” A person told us, “ I am very happy with my care workers, and have never had a reason to complain.”

People were supported to plan for important life changes and their care objectives. The registered manager was aware of the importance of people’s needs and if their needs changed and people’s care plans included their care objectives and personal wishes.