Adina Home Care Services

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 received personalised care and support. People were supported to take part in community events. Information was accessible and people's views were listened to and acted on. People's equality and diversity needs were respected and

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.

People using the service told us their needs were met in a personalised way. They said the provider was responsive and adapted care plans when needed.

Staff knew the people they were caring for and treated them as individuals.

Some people were supported to access the community and gain independent skills. They were happy with the support they received.

The registered manager told us they supported people to access a range of local community events. The provider arranged coffee mornings and other groups which people were invited to.

The provider had received positive feedback from external partners about the support they offered people.

The provider's processes included liaising with other professionals and providing continuity of care.

People using the service and their relatives felt they had the information they needed. They knew who the registered manager was, who to contact if needed and they had enough information about their own care and support. They told us the agency communicated well with them.

The registered manager explained they shared a newsletter with people using the service, their relatives, and staff. We saw this was informative, easy to read, open and transparent.

Care plans and information about the service were available in different formats if needed. The provider used an electronic care planning system and people could access information about themselves through this electronic application.

People using the service and their relatives felt communication needs were met and that the staff listened to them. Relatives told us staff tried to find ways to communicate positively with people who did not use words to communicate. They told us they were asked for their opinions about care and the service they received.

Staff told us they had support and training to help enhance communication with people. One staff member told us this had, ''Helped me better communicate with clients and understand the difficulties they experience with interactions.''

There were processes to help gather people's views and for them to feel involved. These included surveys and opportunities for people and their relatives to use the care planning application to provide feedback on care. The provider ran sessions for people to meet socially and talk about the service with managers.

People could access the provider, speaking directly to staff, when needed through an on-call phone line.

The registered manager told us they used feedback from people to help improve the service and make sure information was accessible.

The provider had improved the way the service operated by introducing electronic systems which could be accessed by people and their families. They also provided paper-based records when people needed these.

People using the service and their relatives felt their diverse needs were met. One person explained the staff provided good support around their disability. Other people told us staff provided good care to meet cultural needs. One person explained, ''I have limited vision, and the staff always support me by holding objects in the right place for me to see and make choices.''

Staff undertook training about equality and diversity.

The provider had policies and procedures to help ensure equality of experience and outcomes. They provided information for staff in the form of fact sheets to help explain about different cultures, health needs and supporting people with their identity or sexual orientation.

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.