Ohio Home Care Limited

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

The registered manager and staff team were responsive to people’s needs and assessed, reviewed, and appropriately adjusted their care plans when required. This included any communication needs. People received person-centred care from staff, were given choices, and encouraged to follow their routines, and interests. They were also encouraged to maintain social contact with friends and family to maintain their independence, and minimise social isolation. People were given enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigaed.

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.

People did not directly comment if the care provided was person centred, they did say that staff were kind and caring.

The registered manager and staff explained that person centred care and treating people as individuals was the focus for everything they did. The person centred nature of the care provided was reflected in the information contained in people’s care plans.

People said that staff worked well together, turning up on time, staying for the agreed duration to meet their needs, and letting people know if they were going to be late. One person told us, “The main one [staff] has my number. I don’t have every single one’s contact number, and wouldn’t want to but the main one does and vice versa."

The registered manager explained that continuity in people’s care and treatment was enabled by staff being flexible, and working in a joined-up way. This was not only internally, but also with external healthcare professionals by providing information regarding changes in people’s care, health, and social needs. This enabled people to receive care and treatment in a way that met their assessed needs from co-ordinated, and responsive services.

The service and healthcare professionals delivering and co-ordinating services worked together considering the needs and preferences of different people, including those with protected characteristics under the Equality Act and those at most risk of a poorer experience of care.

There were processes that provided smooth information sharing, and enabled people to receive the care and support they required in a co-ordinated, flexible way that understood the diverse health and social care needs of the local community.

People and their relatives told us they were provided with information and aware of how to access their health and care records. One person said, “I’ve got a phone number from the last number they called me, but my brother would deal with that."

The registered manager and staff said people, their family, and carers received accurate, up to date advice, and information that was provided in a way that they could understand, and met their communication needs. The information was accessible, safe, secure, and supported their rights and choices. The information was tailored to people’s individual needs including making reasonable adjustments for disabled people, interpreting and translation for people who did not speak English as a first language, and providing accessible information for those who had difficulty with reading, writing, or using digital services.

The processes in place enabled people to know how to access their health and care records, and decide which personal information could be shared with other people This included their family, care staff, and healthcare professionals. People received information in a timely way that met best practice standards, legal requirements and was tailored to individual needs. People were provided with clear, and transparent information that followed consumer rights best practice, including contracts and charges. Information about people that was collected, and shared met data protection legislation requirements.

People were listened to, involved, and what they were saying was acted upon. One person said, “If I had an issue I would talk to the carer [staff] when I see them."

The registered manager, and staff said listening and responding to people was at the core of person centred care. They said if a complaint was made or concern raised it was taken seriously, and investigated with people being updated and provided with an outcome.

There were processes in place so that people knew how to give feedback regarding their care and support experiences including how to raise any concerns or issues and felt confident they would be addressed. Learning from complaints and concerns was seen as an improvement opportunity which staff could incorporate into their daily practice.

People told us they had access to the care and support they needed, when required. They felt treated fairly, equally, and able to give their opinions.

The registered manager, and staff told us treating people fairly, equally, and empowering them to give their views, and understand their rights was paramount to the organisation’s vision and values. Their experiences regarding discrimination were listened to, and used to ensure their needs were met and they received the support they needed in a way they wanted.

There were processes and systems to protect people regarding their care, treatment, and support in promoting equality, removing barriers, protecting their rights, and making them feel their experiences of discrimination and inequality were listened to and acted on to improve their and other people’s care.

People and their relatives understood people’s right to be treated equally, fairly, and receive the care and support they wanted based on their specific needs. People said they were engaged and supported by staff so that they were included and had the same opportunities as others to receive the care and support of their choice. Relatives said staff were responsive to people’s needs.

The registered manager and staff understood people had a right to be treated equally, and fairly, in receiving care and support that met their specific needs. Staff recognised people as individuals and took trouble to know what their preferences, likes and dislikes were.

The provider processes demonstrated people received the care and support they required and expected. People’s care records contained current information about their wishes in relation to how their social, cultural, and spiritual needs should be met. This was as well as their care and support needs to promote their independence. Staff training records demonstrated they had received appropriate training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

People and their relatives did not comment on future planning. They did say staff supported them to make decisions, and encouraged them to remain as independent as possible. This was by staff supporting them to make informed choices about their care and plan their future care while they had the capacity to do so. This was to enable them to maintain the best possible quality of life.

The registered manager and staff were passionate about the care and support they provided for people, which included supporting them with future plans, including how to reduce the possibility of social isolation.

People’s care records contained current information about the support they needed to live as independently as possible, recording their wishes in relation to how their social, cultural, and spiritual needs were to be met. Their decisions, and what matters to them were identified, and delivered through personalised care plans that were shared with others who may need to be informed.