Rather Home Care 169-171 Queens Crescent

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

Managers made sure staff were given appropriate training and were supported to treat people equally and fairly reducing the risk of them being excluded from receiving care and support appropriate to them. The service had well embedded systems to minimise barriers people might experience due to their protected characteristics such as gathering people's feedback and matching people with staff who spoke their mother tongue.

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.

People's care plans reflected the way they wished to be supported including any specific dietary needs and preferences regarding their personal care. Records showed staff had contacted healthcare professionals when they had noticed changes in people's needs, to access the support they needed. People told us staff knew their needs well and were supportive to them to access professional help in a timely manner. Some people told us they encountered a language barrier with some staff members, however this was not always raised as a concern regarding the quality of care they received. We discussed this with the provider and found they had a thorough process to promote and protect people’s preferences. In collaboration with the local authority the provider encouraged conversations with people to understand specific cultural contexts and continued to work with both staff and people to disseminate this understanding. The provider ensured they employed people of various cultural backgrounds and matched people with carers who spoke their preferred language where appropriate. The provider encouraged staff to receive language courses in a local college and provided translated versions of the agency’s policies to multilingual staff.

Staff told us they felt supported and protected from discrimination. A manager told us: “We do not tolerate racism and any form of discrimination. We are open and transparent with people, and we work hard to promote inclusive and respectful working values.”

The provider had systems in place to ensure they are responding to people’s changing heath needs such welfare calls and consistent communication with people’s relatives where relevant.

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.