Beda Homecare Ltd trading as Home Instead Bedford

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 knew how to give feedback about their experiences of care and were able to raise any concerns or issues in a range of accessible ways. People and their family or friends felt confident that any complaints would be listened to and taken seriously. People were kept informed about any action taken as a result of their feedback. Learning from complaints and concerns was seen as an opportunity for improvement and staff gave examples of how they incorporated learning into daily practice.

This service scored 79 (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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The provider was responsive to the views and recommendations of people and staff for improving the care people received. One person said, “I did a survey recently. I said they are very good, very supportive, flexible and helpful.” Another person told us, “Yes I completed a survey recently, I said 5 stars or excellent.” Relatives echoed these sentiments. One commented, “They do an inspection themselves and do spot checks. I think it’s excellent, that everything is supervised.”

People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. One staff member said, “We support people to speak up about their care if they are not happy or if they want to change something. We talk to people all the time, we carry out face to face well-being checks, twice yearly reviews of their care and regular telephone conversations to check people are happy.” We spoke with the ‘client experience coordinator’ who explained they had a 4-touch point process to ensure there was regular engagement with people. This included 2 quality assurance reviews and 2 service reviews. These were an opportunity to find out if people were happy with their care and if they wanted any changes to be made.

Engaging with people and finding out their views took place in several different ways. There were regular home visits with people where they were encouraged to give their views about the service and the quality of their care. People were asked to provide feedback via satisfaction surveys which we looked at and saw that feedback was positive. Records confirmed there were regular reviews of people's care which people, and their families were involved in. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member. Training records showed staff received equality and diversity training as part of their induction. This was designed to help them make sure people were not subjected to discriminatory behaviours and practices.

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.