AcreCare 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 and their relatives told us how the staff were flexible and gave examples of how they happily responded to changes in the care people wanted. A relative told us, “They include me in discussions and check in regularly. They adapt as the situation changes. They are flexible and responsive. They adjust quickly when needs change.”

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 employed a diverse team to enable them to best support the diverse people who used the service. Staff and people were matched based on similarities which helped people feel understood. A person told us, “They [staff] know my routine so well now that everything runs smoothly without me having to say a word. It feels like they genuinely care about me, not just the job.” The manager told us the service had a good relationship with other health care professionals in the local area, and liaised with them to ensure care plans were detailed and current.

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

People received a ‘welcome pack’ when they began receiving care. People also have a folder in their home with the important contact details of staff at the service, but also other local healthcare services and GPs. People and relatives are kept informed of any changes via methods that suit them such as phone calls, or emails. The office has leaflets about other local services, which staff took out to people as appropriate. The registered manager told us she is always looking out to ensure people are claiming all the help they are entitled to.

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.

Staff checked in with people frequently. They chatted at support calls, but office staff also contacted people to ensure they were happy with the care provided. There were surveys people could use to feed back on the care they received and frequent formal reviews of care. No one we spoke with had a complaint about the service, but people and relatives said they knew how to raise any issues if they occurred. A relative said, “The office and the manager phones and emails me, she is just brilliant.”

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

The registered manager ensured people were able to access care. They checked when they agreed to provide care, the support the person might need, and staff were able to assist people to manage their medicines or book GP appointments. Staff were happy to liaise with other health care providers on behalf of the people they cared for if necessary. A relative told us, “To be honest they are on the ball and will always go out of their way to help.”

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 had training in supporting people from various backgrounds, and with varying disabilities and needs. People were supported to have the best outcomes. A relative said, “[My relative] is very stubborn and has dementia but they deal with it brilliantly. They take the time to understand our situation and that makes the care so much more effective.”

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

People’s care plans were detailed and included plans for the future. The registered manager told us they supported people through all life stages including end of life. Staff were kind and empathetic, a staff member told us some deeply personal stories of end of life care they provided and how they stayed with people, so they did not die alone.