Alina Homecare- Epping and Loughton

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. This is the first inspection 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 75 (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 treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People told us their care reflected their needs and preferences and they were able to make changes to how they received their support if they wanted to. One person told us, “I have quite a lot of changes to my routine and they are always able to accommodate my changes.” People’s care plans were personalised and contained a clear breakdown of what was important to them in different areas of their daily routine such as their personal care, eating and drinking preferences and social activities.

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.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, where people required information translated into different languages, the service had ensured all relevant care records were translated and provided to people. People’s communication needs were recorded in their care plans and their preferred methods for receiving information were documented.

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 told them what had changed as a result. The management team checked in with people regularly to confirm they were happy with the care they received and to make any adjustments. People told us felt comfortable discussing any queries or concerns.

The service made sure that people could access the care, support and treatment they needed when they needed it. The service made sure staff were made available to support people to attend appointments or access services if this support was required. Leaders ensured people and staff knew how to access the service’s out of hours support 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. For example, ensuring staff were provided with specialised training and support to understand the needs of people living with dementia. Staff adapted the care they provided to meet people’s individual needs.

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 considered people’s future planning including any end of life care wishes as part of their initial assessment of people’s needs and reviewed this as and when people wanted.