Thames Homecare- Barnet

“People's needs were assessed and care delivered in line with them. People received an initial assessment of their needs when they started to use the service. Reviews of people’s care were detailed and looked at all aspects of people's care and support. It was evident people, and their families, were involved in this process. People had access to healthcare professionals and staff followed their guidance.”

“People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The provider supported staff wellbeing.”

“People were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment.”

“People received person-centred care from staff who knew them well and understood their needs. People had access to information and a complaints policy which was used appropriately, and concerns were reviewed to improve the service.”

“Governance systems were in place to monitor the service and to ensure it was operating in line with the provider’s expectations. Staff felt able to raise concerns and felt listened to. The management team worked to improve care and identify learning.”