Responsive – this means we looked for evidence that the service met people’s needs. At the last inspection this key question was rated as Good. At this inspection this key question has now remained the same. This meant people’s needs were met through good organisation and delivery. Planning personalised care to ensure people have choice and control and to meet their needs and preferences
A&M Homecare CQC report findings 2020
● People said they received care that was personalised to their needs.
● Care plans kept in people’s homes provided staff with the detailed information they needed to ensure people received care that was personalised and was in accordance with their preferences.
● Relatives said staff were responsive to people’s changing needs including both physical and mental health needs. Meeting people’s communication needs; Supporting people to develop and maintain relationships to avoid social isolation Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers.
Responsive Communication
● The registered manager understood the importance of effective communication with people and making information accessible. They told us information could be provided in alternative formats if requested or required.
● Some people the service supported had difficulties with verbal communication and staff had worked closely with people and families to ensure this was addressed.
● Staff used hand signs and gestures and read one person’s facial expressions to understand their needs. This information was confirmed in the person’s care plan as an effective way to communicate with the person.
● A relative told us communication with staff was good. They said, “They make notes and we have a communications book and we both read each other notes.”
Responsive Relationships
● Many people who received a service had relatives living at home who were involved in their care. This meant they were able to maintain relationships important to them and avoid social isolation.
● Relatives told us how they had developed positive relationships with staff when supporting their family member. One relative said, “They are so nice, [Name] loves them to pieces. [Staff name] is one of the best, they have bonded with them.” Improving care quality in response to complaints or concerns
Responsive Policy
● Systems were in place to ensure any complaints received were acknowledged, investigated and responded to. Good 13 A&M Home Care Services Limited Inspection report 01 April 2020
● People and relatives told us that they knew how to make a complaint. No complaints had been received by the service at the time of inspection. End of life care and support
● Information about people’s end of life care had been obtained and recorded in care plans where people had chosen to share this information. This meant staff could use this information to support people in accordance with their wishes