Bloomsbury Home Care - South Essex

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 could access care in ways that met their personal circumstances and protected equality characteristics. People were encouraged to give feedback, which was acted on and used to deliver improvements.

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.

Care was planned in a person-centred way. One relative said, “We have a care plan yes and it’s pretty robust I think.” Another relative said, “The carers have really got to know her and make her comfortable.”

Staff told us they knew people well and how to support them as individuals. Staff worked in teams to support people with regular care visits which meant people had consistency of care.

People were supported by staff who had information on their care needs. A relative said, “The initial assessment was thorough and there is a care plan in situ.”

Staff told us they had access to people’s care records, and these were kept up to date so that they knew what support was required. When needed staff liaised with other health professionals such as district nurses and social workers to ensure all care needs were being provided.

We have not received any negative feedback from partner agencies.

The manager completed a full assessment of people’s care needs and kept these under review. When needed the manager liaised and made referrals to other health care providers such as occupational therapists or district nurses to ensure people had access to all the support they needed.

We received mixed feedback on people’s access to information. Some people told us they had access to care plans and documentation in their homes whilst one person told us they did not have access. They told us, “I have asked and asked for a care plan, and we still don’t have one. They just say look online and I can’t do that.”

The manager told us that people could access their care records electronically or they would be provided with paper copies.

The manager told us following surveys where people had responded they could not access the electronic care records system paper copies were provided along with other information such as important contact numbers or how to make a complaint. This meant people would always be able to access the information they needed.

People knew how to raise complaints or concerns and said they would raise these with staff or call the office. One person said, “I do know how to make a complaint and have had a few little tweaks that have mostly been sorted for me but not a complaint as such.” Another person said, “I have the numbers and can usually get through straight away.”

Staff were able to support people to give feedback or signpost them to who they could raise concerns with.

The manager had a number of ways of gathering people’s feedback, through surveys, telephone calls, spot check visits? and face to face meetings as part of reviews. Feedback was analysed and action taken where needed to improve outcomes for people. There was a complaints procedure in place and any complaints were fully investigated and outcomes acted on.

People were supported to have their care needs assessed and gain access to the support they needed.

The manager told us care packages were regularly reviewed with people to ensure they had positive outcomes. When additional support was required, the manager made referrals to people’s social workers to help access further care.

The manager had systems in place to review people’s care needs and to make referrals to other health care providers such as occupational therapist, social workers or district nurses to help people access the support they needed.

People were placed at the centre of their care and support needs. Staff ensured people had access to healthcare to maintain their wellbeing.

The manager told us staff met with people to review their care and support needs to ensure it continued to meet their wishes.

The provider had policies in place to comply 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.

People were supported to share their end of life wishes.

The manager told us they were not currently supporting anyone at the end of their life. When people were supported at the end of their life the service worked with the palliative care team or local hospice to provide support to people.

Staff had received end of life training and would work with other services to help provide a dignified end of life for people.