P.S We Care Ltd

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

Responsive

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this registered service. This key question has been rated Good.

This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People were involved in the planning of their care which ensuredthey were at the centre of the care provided. One person said, “I had someone who came to see me before I had the care and asked what I needed before the staff started to visit, and they knew how to help me straight away.” A relative said, “We discussed how my relative wanted the care, which included the times my relative preferred.”

People and relatives told us they had regular staff who they knew well and provided support in line with their preferences. Where changes were needed people and relatives told us the provider acted on these to ensure the care suited the needs of the person. A relative said, “There are regular reviews to check if I’m happy with things, and they [staff] always discuss changes with my relative.”

Staff told us they reported any changes in people’s care needs to the office, and it was acted on immediately. The changes were recorded on the care app and a message was circulated to all care staff to ensure they were aware of the changes.

Care records confirmed people, and their relatives were involved in the review of their care, which meant people’s needs were discussed and changes implemented when required.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People’s relatives told us staff shared concerns with them about people’s health needs promptly, and contacted health professionals for advice or appointments for their changing needs.

Staff confirmed people’s needs were monitored at each visit and they worked with the provider to share concerns and seek advice with the required professionals.

People’s care records included details of working in partnership with other professionals. Advice had been sought and referrals made where required to ensure people were supported in a holistic approach to their health and care needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us they had received a copy of their care plan, and they had been provided with an up-to-date care plan following a review of their care. Relatives told us they had access to the care application where they can view the care provided at each visit. One relative said, “I can access the details of the care provided, which means I have peace of mind. The staff are really good at recording everything they do for my relative.”

Staff understood people’s individual methods of communicating and care plans were in place which gave staff guidance on the most effective way to help people express their views.

The provider explained the different ways they had made information accessible to people and how they ensured people and staff were able to communicate effectively. For example, large print formats were available where people have conditions that affect their sight. Pictorial formats had been used for people who had difficulties communicating their needs verbally, which meant they were able to be involved in their care and communicate their needs, views and preferences.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and their relatives told us they knew how to raise a complaint or feedback any concerns they had with the service provided. One person said, “The staff in the office are really nice and friendly, so if I had any concerns I wouldn't hesitate to ring them.” A relative said, “If I’ve not been happy with something they have always been very helpful, it’s never been anything major and it’s been sorted out straight away.”

Care records showed the action taken where issues had been raised by people or relatives about their care, which had been acted on and resolved in a timely manner to ensure the required improvements were made.

The provider had a system in place to ensure complaints received at the service were investigated and responded to in line with their policy. An audit was in place to review how complaints had been handled; the outcome and what learning could be taken to make improvements to people’s care.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People and their relatives told us the provider was flexible and made changes to the care when required. One person said, “The office staff have been very obliging where I have needed to change the time of my calls and will always do their best to suit me.” One relative said, “We asked for a change in times to suit my relative better and they [The Provider] were very accommodating.”

Records demonstrated staff had contacted external health and social care professionals when needed to ensure people had access to the required care and treatment to meet their changing needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff completed training in equality and diversity, and had access to policies relating to equality, diversity and inclusion. This enabled staff to understand people’s diverse needs and respond in a way that provided positive outcomes.

The provider encouraged staff and people to be involved in special celebrations throughout the year such as, Birthdays, Easter, Christmas and Diwali. This provided a source of enjoyment for people, especially those who did not have family to celebrate special occasions with at home. We viewed pictures which confirmed people’s happiness and social inclusion during these events.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider was not providing end of life care at the time of the inspection. However, staff had received training and understood how to support people in a dignified way in line with their preferences at this time of their lives. The provider explained how they would gain people’s wishes when required.

We viewed a “Thank You” card the provider had received from a relative when a person they supported had passed away. The relative had written, “Human Angels who were present when [Person’s Name] passed away, giving up their own time to be there. The love surrounding [Person’s Name] and us has been incredible and we are eternally grateful, be amazingly proud of who you are.”