Hales Group Limited - Wickford

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

The management team was responsive to people's needs and assessed, reviewed and appropriately adjusted people's care plans as necessary to help ensure their needs were always met. This included any communication needs. Staff provided centred care and people were given choices and supported to continue their own personal routines and interests. People’s relatives had access to enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Any complaints had been recorded and investigated appropriately.

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.

We found that any concerns people shared with us as part of this assessment process had already been raised with, or identified, by the branch management team and actions had been developed to drive improvement in these areas. People’s feedback included, “We would definitely recommend Hales to others needing care and support in their own home” and, “All the staff are able to clearly communicate with [person], which is so very important to them” and, “We are incredibly happy with Hales, it seems to be very well run and well-staffed. They (staff) have not missed a care call to [person] in the time we have been with them.”

Staff understood people had a right to be treated equally and fairly and to receive care and support to meet their specific needs. Staff recognised people as individuals and took trouble to know and understand their preferences, likes and dislikes. Staff were very aware that they were often the only contact people had and were respectful of that. One staff member said, “I believe the care and support I provide makes a significant impact every day that I work. Quite often ours is the only face people see in their day. It’s important to ensure all physical jobs are complete but also the mental well-being of people's is being met. I feel that my colleagues and I do our very best and keep the office well informed.”

The provider used various mechanisms to help them monitor the quality of the service delivered to help ensure equity across all. The provider’s processes demonstrated people received the standard of care they expected. People's care records contained up to date information in relation to their social cultural and spiritual needs as well as their care and support needs to help promote their independence. Training records showed staff received equality and diversity training as part of their role to help them ensure people were not subject to discriminatory behaviours and practises. The provider complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

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.