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

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

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

The provider reviewed changes in people’s needs according to organisational policy or when incidents happened. However, reviews were not robust and did not include detailed advice to staff on how to encourage positive change. However, staff knew people well and were able to explain how they tailored care for each person. An example of this included having a conversation with a person whilst providing care to deflect them from getting upset about needing care. The registered manager ensured staff respected the people’s wishes.

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 worked with healthcare professionals to mitigate risk to people. We saw that medical and other health related appointments were kept up to date and records of any concerns. The service worked with district nurses to ensure people’s care needs were reviewed. A relative said, “They are so professional. If the dDistrict nNurse happens to come during a care call, they wait patiently as they realise the nurse’s job is important and they don’t rush them. They even make sure they stay a little longer and not take the time back.”

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

The registered manager told us that they had documents in different formats such as large print or different languages if that was required.

The registered manager 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 discussed matters that impacted people within service meetings. People and staff were able to collaborate on issues that were important to people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood it was important to involve people in all aspects of the service. One staff member said, “This is people’s home. We are just here to make sure that they have the support they need and to keep them safe. I try not to ‘crowd’ people and let them have control of what they want to do.”

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.

Feedback provided by people using the service, both to the provider as well as to the partner organisations such as community healthcare teams, was positive. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach in how they cared for people. One staff member said, “You must recognise differences in people, it may be race or sexuality, we must treat everyone fairly”. The registered manager told us that they actively recruited people with protected characteristics to better reflect the people service was provided for.

We did not gather sufficient evidence to assess this quality statement as part of this assessment.