Carers To You Limited

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.

People told us they received the care they needed in the way they preferred. Relatives spoke highly of the caring and person-centred approach taken by staff and described the positive relationships they had developed with both people and their families. People's care plans were personalised and contained information about their health needs, routines, preferences, interests, and the outcomes they wished to achieve. This helped staff understand what was important to people and how they preferred their care and support to be delivered. Staff described how they involved people in day-to-day decisions about their care and adapted their approach to reflect people's wishes and changing needs, and documentation remained current and accurate.

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 provider maintained systems to monitor and review people's care needs. They worked collaboratively with external partners and other agencies involved in people's care which reflected a joined-up approach. Information was shared appropriately to support coordinated care which helped ensure services responded to people's changing needs. People were usually supported by a consistent team of staff, which helped build trust and ensured staff knew them well.

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

People's communication requirements were documented within their care plans. For example, where people were hard of hearing, carers were to speak loudly and face to face. This meant staff were provided with the guidance required to support effective communication and the involvement of people in decisions about their care. The provider understood the accessible information standards and provided information in formats which suited individual needs, however no one using the service required this at the time of our inspection.

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 established open channels of communication and encouraged feedback from people and their relatives. Feedback from people and their relatives indicated they felt listened to and were confident that any concerns raised would be taken seriously and acted upon. People knew who to contact if they needed support or wished to discuss any aspect of their care. One person told us, “I would complain to management, but that has never happened.” The complaint records showed concerns had been responded to appropriately, with actions identified and completed where necessary.

The registered manager demonstrated a willingness to listen and respond, and people described improvements within the service following changes in management.

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

People and relatives spoke positively of the timely service they received which was reliable and consistent on a daily basis. Staff had good working relationships with local health professionals and knew how to contact the appropriate teams to support people when the need arose. Staff were quick to respond to changes in people’s needs and support people to contact routine and specialist services when required. The provider had systems and training in place to ensure people received equitable support, taking account of their protected characteristics. Policies, procedures and training was in place to ensure the provider and staff were aware of potential discrimination and inequality which people may experience.

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.Leaders demonstrated an awareness of how experiences could vary and used review processes and feedback to identify and address this. Care planning and review processes helped ensure people received equitable support regardless of changing needs. Staff understood the importance of treating people with dignity and respect and adapting their approach to meet individual needs.

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 in receipt of end-of-life care at the time of the inspection. Care plans included information about people's preferences for future care where they had chosen to discuss and share these. Where appropriate, discussions involved relatives and relevant professionals to help ensure people's wishes were understood and respected. Staff demonstrated an understanding of the importance of providing compassionate, person-centred care at the end of a person's life.