Healthvision UK Ltd - North Kensington

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• 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

Care staff listened to people and kept them informed of any changes. Some people found it difficult to communicate directly with people in the office and didn’t feel that any complaints or issues were listened to at that level. The provider was making improvements to ensure people using the service could more easily and confidently share feedback and ideas or raise complaints about their care, treatment and support.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider told us that the Training Manager had developed a 3-hour classroom based and interactive ‘customer services training programme’ which was delivered to all staff in January 2024. We saw the service had received 6 complaints in the past 12 months. The registered manager provided assurance that complaints were acknowledged and dealt with within the required timeframe. The service had a complaints procedure. They also provided people with a Service User Guide, which outlined the complaints process and included details of who to contact and how to make contact with them. The registered manager had sent us information, prior to this assessment, which explained that as a result of complaints received and to improve the service overall, the following action had been taken: A new job role had been created for an Electronic Call Monitoring (ECM) Compliance Officer. This was a specific role to monitor and manage people’s visits. An assistant coordinator role had been introduced since the last inspection, to help coordinators communicate changes more effectively to people using the service. Weekly management team meetings were being held to discuss quality reports, including timekeeping and consistency of care. Where necessary, performance plans with care workers had been implemented to help ensure improvements were made. Fortnightly meetings were being held between managers, care coordinators and care supervisors to discuss operations, including complaints. The registered manager said they reviewed the cause of any complaint and its resolution for learning purposes, so they could help prevent repeat occurrences in the future.

People we spoke to said that the care staff were always very good at listening and keeping them informed of any changes. However, some people told us there had been difficulties communicating with the office and having their concerns or complaints listened to. Most people said that they had noticed improvements over the past few months, although some said they still didn’t feel comfortable making a complaint via the office. One person told us, “Now I have two named points of contact, the care co coordinator and a supervisor, so I liaise with them a lot and that’s much better. Previously it had very problematic contacting the office, so we just rang staff directly. We are much happier with it now.” Another person said, “I don’t think anything you say sinks in. I have really given up on the office; I have told the carers to ring me direct, it’s the only way I know what’s going on. They [office staff] don’t listen; nothing you say seems to be recorded anywhere, it’s chaotic and you never know who you are speaking to.” Some people also said their complaints took a while to be responded to and resolved. One person told us, “I have made a formal complaint and so has social services but I have had no follow up; in fact, I thought you were them ringing me back.” Another person said, “They did respond to my complaints, but it took a while, but it is right now.” A person’s relative told us, “I do not have any complaints about this company. We had our issues at the beginning but that is now sorted. If I do have a complaint it is dealt with and we are happy. Overall, at the moment it is all very good.”

Care staff told us that they always listened to what people said and shared any concerns with senior staff. One person told us, “I go directly to the supervisor either through email or call…” Another person said, “Any concerns are related to my coordinators immediately. I record such concerns on my notes for that visit and send an email where necessary.” The provider told us they had high expectations of their staff with regards to professionalism and courtesy. They told us that all phone calls were recorded, which enabled them to review any detailed complaint thoroughly. The provider also told us that they had used recent feedback as an opportunity to reinforce their values and customer service delivery. They said the requirement of excellent customer service, courtesy and respect to callers and visitors was reinforced to all Coordinators during a team meeting in December 2023. The registered manager had sent us information, prior to this assessment, which said they always treated complaints as opportunities to learn and improve the service.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.