Personalized Care Plus Ltd Office

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

This is the first assessment for this newly 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.

The provider ensured care was personalised to each person’s needs and preferences. Care plans contained individualised information, reflecting on the person’s assessed needs and preferences. A relative told us, “The service has actively involved us in discussions regarding future care. Staff listen and understand our needs and we’re definitely happy.”

Staff understood the importance of person-centred care. A staff member said, “Care plans contain detailed information about the client, which is regularly reviewed and updated. The care plan gives an understanding of the individual in my care. I can use that information to provide person-centred care manage risks and escalate concerns.”

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.

The registered manager and staff team worked together with professionals across health and social care to provide coordinated and quality care for the people they supported. A professional told us, “From my experience with a very complex patient we share the carers go above and beyond. They do not get stressed about time constraints. If medications requires collecting on behalf of the patient, the carers go and collect them. This isn't always a quick process for them and at times they have returned to the chemist several times a day to ensure the patient gets what they need. They [staff] will liaise with the registered manager and myself and our care co-ordinator to ensure we are all kept in the loop about any problems/issues.”

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

People's communication needs were identified and recorded in their care plans. Staff were aware how individuals communicated and described how they used body language, gestures, and pictures to support communication. For example, one staff member explained that a person communicated through gestures and visual aids. The registered manager confirmed that staff who supported this person were undertaking basic Makaton induction to familiarise themselves with the signs used by the person, helping to promote effective communication and understanding.

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.

The provider had oversight of complaints ensuring they were investigated with actions taken as required to improve outcomes. They also had a complaints policy and procedure in place and people were given information about how to complain. People and relatives knew how to make a complaint and felt able to raise concerns and felt they would be listened to. Comments included “I did have to make a complaint once and it was dealt with to my satisfaction” and “There have been some minor issues, called them and they were addressed immediately.”

A professionals told us if they had concerns action was taken to resolve the situation saying, “Whenever I need to phone the registered manager and if they can't talk, they call back immediately. The carers liaise with me well and we do leave each other messages if required and I know my other colleagues also find the team responsive. A few weeks ago I had a concern which after one phone call with the registered manager was immediately corrected. I can't ask for anything more.”

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

The provider had systems in place to ensure people had access to medical support such as escalating concerns to healthcare professionals such as a GP or when emergency healthcare as needed. To ensure support was consistently available, the provider had arrangements in place for outside of hours support accessible to both people and staff.

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.

The provider ensured people were treated fairly and not subjected to discrimination. The provider had equality and diversity policies in place which promoted inclusive practice and helped ensure people did not experience unequal treatment in how their care and support were delivered.

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.

At the time of the inspection, some people were receiving end-of-life care. The registered manager explained that this was a sensitive topic and that people did not wish to discuss future care needs at the time. Care plans documented DNACPR (Do Not Attempt Cardiopulmonary Resuscitation) decision; however, for 2 people, there was no information recorded regarding where the DNACPR documentation was stored or how it could be accessed in the event of an emergency. We discussed this with the registered manager who took immediate action confirming care plans would be updated to reflect this information.

The registered manager told us they worked closely with external healthcare professionals to ensure people received appropriate support and that staff had access to specialist advice and guidance when providing end-of-life care. A staff member told us, “I have received end-of-life care training and have enough skills to be able to care for end-of-life care clients.”

Training records demonstrated that staff had completed end-of-life care training, enabling them to provide compassionate, person-centred support and meet people's individual needs and preferences during this stage of their care.