Bright Care Horsham

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 provider met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People’s care records were extremely detailed with person-centred information, such as, previous occupation, hobbies and travel. Care plans had a high level of information about how people liked to be supported, for example, a person liked only one pump of shower gel when washing and had a preferred setting for tumble drying towels. This was important to the person as their preferences were specific and they did not want to repeat their wishes to multiple staff. The registered manager said they aimed for care plans to reflect exactly what people wanted so in the unlikely event of staff sickness new staff would be able to support them properly and efficiently. People told us they received exceedingly person-centred care and gave examples of how staff supported them exactly as they wished, this made people feel in complete control of their day to day lives. People further told us they were able to make adjustments to their support any time they needed to. A staff member said, “I ensure I am delivering person centred care by treating each person as individual. I respect their needs, religion, values and background. I listen about their preferences and how they want to be supported. I ensure they feel safe, comfortable, valued and respected.”

The provider 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 were supported by a consistent staffing team; the registered manager had created cohorts of staff to provide dedicated care to people to enable them to provide a high quality service. The matching process for people and staff included not only values but skills and experience. A person told us of their higher needs and said they were aware staff were allocated to them due to their expertise which made the person feel in safe hands. The registered manager always ensured people were introduced to staff prior to support being carried out, this was to provide the person and staff with an opportunity to provide feedback on the proposed match. A person commented, “All very carefully done. I am very impressed.” The registered manager understood their local communities and had promoted events to encourage social interactions.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager ensured documents and information was available to people in a format to suit them. For example, printing information in large font or providing an audio format.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People’s voices were heard and they could freely make changes to their care and support. People gave examples of when they had made amendments to their care packages or the support they wanted on specific days. For example, a person liked a shower and hair wash on a specified day so they were prepared for their hairdresser visit, this was important for the person and staff made sure they kept to this routine. The registered manager and management team periodically called people to undertake a telephone monitoring review to gain their feedback, they also conducted field observations which acted as another means of receiving direct feedback. On occasion the registered manager completed care visits themselves and told us this was the best way to make sure people’s care plans reflected their needs and views. People told us they knew how to complain and who to complain to. Comments included, “They are very good, no complaints. If we have any problems we can ring the office and its always sorted out. I did this once about the hours, sometimes they come a little early between 09:00 and 09:15, I do like to know if there are changing. I otherwise get in a muddle; they have sorted this out now. They are on time now. I was very happy with the dealings of my complaint.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had full access to support when needed, there was a 24 hour on call service for emergencies. The registered manager also visited people at home to ensure they had management support if required. A person said, “[Registered manager] comes to the house and does assessments, they come to check everything is alright and if I had any worries. If there is anything we want changed we phone the office and speak to [registered manager], they get it all sorted out.” People told us staff made sure they could access health appointments, one person said, “They support me greatly. I have had them take me to appointments when needed.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The registered manager and staff made sure people had access to health and social care professional support. They made sure people knew what services were available to them to overcome inequalities and barriers to care. For example, they recommended an occupational therapist (OT) assessment for a person as their shower cubical was too high to step over and their bath was too deep to access. Whilst waiting for the OT assessment the person agreed for staff to support them with body washes for their safety.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The service was not supporting anyone at the end of their lives at the time of our assessment. However, staff had previously worked closely with the local hospice to ensure people had the right medicine and equipment to remain comfortable when needed. People were encouraged to plan for their future care. We saw compliments from relatives thanking staff for their care when supporting their loved ones at the end of their lives.