Hallam24 Healthcare

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

People were supported to make decisions and choices. Staff encouraged independence. People’s care records contained current information about their social, cultural and spiritual needs. The provider complied with legal 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. The provider sought out the views of people and relatives to continuously improve the service. However, this could be improved as people and relatives told us they had not completed any quality monitoring questionnaires. People also told us they did not have access to their care plans. This was discussed with the management team, who assured us this was being rectified.

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.

People were supported to make decisions and choices. Staff encouraged independence and supported people in line with their care plans. We received positive feedback from people, they told us staff were lovely and took time and listened. One person said, “They [the staff] are lovely, fun and caring. They are always smiling.”

The management team provided personalised Care Plans: which incorporated the individual’s social and community preferences into their care plan. This includes noting important relationships, social activities, and community engagements that are significant to them. There was flexible scheduling of calls to offer flexible scheduling to accommodate social visits and community activities. This ensures that care routines do not hinder the individual’s ability to maintain relationships and participate in community events.

People told us their care needs were met and the care delivery was flexible.

The management team promoted the voices of the people they supported and told us they were paramount in shaping the quality and effectiveness of their care services.

Commissioners told us they have always found the service and management to be responsive to any issues raised and at present had no ongoing concerns.

Processes were in place to ensure care is joined-up, flexible and supports choice and continuity.

The service provided appropriate, accurate and up-to-date information in formats that we tailor to individual needs. However, some people told us they did not have access to their care plans. The provider used an electronic system which could be accessed by people and their relatives via an app, some people were not able to access this.

The management team were aware some people did not have access to their care plans. They told us they were in the process of delivering paper copies of care plans to people who were unable to access them electronically. The deputy manager also told us they used communication books with some families to ensure appropriate information was shared. They also completed bi-monthly calls to people and families to enable information to be shared, discuss any concerns or changes and review care needs.

Processes were in place to ensure up to date information was available in formats people can access. This was being resolved at the time of our assessment.

People and their relatives told us they were always able to contact the office and felt listened to and any issues raised were resolved. one person said, "We have rang the office and have found them informative." People felt the agency was very good at keeping them informed and were involved in decisions. However, they had not completed any quality monitoring questionnaires. We discussed this with the manager, who confirmed this was something they were looking at sending out to ensure peoples views could be sought.

The provider had transparent and responsive System: All feedback received was documented and reviewed by the management team. There were transparent system in place to track feedback and ensure timely responses and actions. Feedback was discussed in team meetings, and action plans were developed to address any issues or suggestions. This may involve changes to care plans, additional training for staff, or adjustments to policies and procedures. The management ensured that the individuals who provided the feedback were informed about the actions taken.

Processes were in place to share feedback and raise complaints. The systems were also were also being improved to capture all peoples views.

People we spoke with told us they accessed care and support when they needed it. Some people said on rare occasions calls were late, but were kept informed by the office and explanations given.

Management listened to people and made changes when required. The manager told us, a person explained during a feedback session that they felt their evening care visits were too early for their routine. After discussing their preferences, they adjusted the care schedule to better align with their preferred evening routine.

Commissioners told us they have always found the service and management to be responsive to any issues raised and at present had no ongoing concerns.

Processes were in pace to ensure everyone can access the care, support and treatment they need when they need it.

People were supported to manage their health and wellbeing. The service promoted people’s wellbeing by ensuring calls were on time and appropriate care and support was delivered. Relatives were kept informed about their family member's wellbeing through regular reviews and communication. One relative told us, “They [staff] are very well trained. [relative] is bed bound and the staff called me in when they were concerned about seeing some bed sores, they are very good at ensuring health and well-being.”

Management told us, by involving individuals and their families in care planning, assessing communication needs effectively, and maintaining up-to-date assessments, we ensure that our care is person-centred, responsive, and of the highest quality.

There were processes in place to review and monitor people’s health and well-being. These were clearly detailed in peoples plans of care.

People were supported to plan for important life changes so there was time to make informed decisions.

End of life care plans are developed with involvement of people and their families to ensure their wishes and choices were captured.

processes were in place to plan for life changes including end of life.