Crystal Social Care

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 71 (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. They decided, in partnership with people, how to respond to any relevant changes in people’s needs.

This was a very small service; however, people were receiving the service they wanted from consistent staff. The registered manager told the assessment and care plan was developed with people and relatives so they could receive the service they wanted.

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

The registered manager understood the local area and how to access community support if needed. A relative told us they were receiving the service they wanted with consistent staff.

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

The registered manager understood the accessible information standard and care plans recorded how people communicated and their preferred method of communication.

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.

A complaint process was in place and whilst no complaints had been received information was made available to people using the service. A relative said, “I have not had to make a complaint, but I would know who to speak to. We give feedback quarterly.”

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

The registered manager was aware of how to ensure people could access services when they needed to, without any barriers, including out of normal hours and in an emergency.

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. Whilst this was a very small service the registered manager understood what tools would need to be in place to monitor people’s outcomes.

The registered manager told us, “I promote a good culture, include diversity training. Staff need to understand what this is. I ensure staff are providing care in a dignified way and people’s human rights are not being violated.

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.

There was no-one at the end of their life, however the registered manager told us, “This would be incorporated into the assessment process. What their wishes are. I have not discussed this with current client but will incorporate this into the care plan.”