Enable Care And Support Limited

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• 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 registered manager and staff 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 their needs. They worked together to ensure people could receive the most appropriate care and treatment for them as the service made reasonable adjustments where necessary.People were supported to remain in control of the care and support delivered to them and included others that mattered to them as part of the process. The registered manager told us they followed people’s wishes, so they always felt listened to and support appropriately. We spoke with some people and relatives who noted they were happy with the quality of care they received so far. One person showed us their certificate of achievement for a course they were supported to attend. People’s plans of care included information regarding their physical, mental, emotional and social needs and how to support them. Staff understood the importance of providing individual and co-ordinated care and support that would have positive effects for people. People were supported with different activities of their interests including having links with their local or wider community. People were out and about regularly including enjoying holidays in their chosen places.

The registered manager and the staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.Staff kept daily notes and other different forms to record people’s health, wellbeing, any activities and issues to note, so this could also be used to support continuity and review of care and support.People received care and support that was co-ordinated, and everyone worked well together. People were in control of their care and support and were supported by the staff and the registered manager. People’s care and treatment was delivered in a way that met their assessed needs from the services that were co-ordinated and responsive. People’s records were kept so staff could share information with other professionals, as required, to aid continuity of care, support, and treatment.One professional added, “The service is responsive to changes in [people’s] needs and circumstances. When clinical or behavioural concerns arise, they act promptly, seeking appropriate professional input and adjusting support plans accordingly…The service promotes inclusion and equality, and I have seen no evidence of discriminatory attitudes or practices. Feedback mechanisms are in place, and I am aware that both [people] and professionals are encouraged to share views constructively.”

The registered manager and the staff supported people to receive information in formats tailored to their needs to ensure it was appropriate, accurate and up-to-date.The registered manager was aware of the Accessible Information Standard (AIS). Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the AIS. The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. People were able to access or receive information they need in the way they could understand and staff supported them with this where needed. The service identified people’s information and communication needs by assessing them and recording this in their care plan. Staff were aware of how to help people communicate their wishes and feelings. For example, when we visited one person, staff were very clear how to ensure they communicated with the person effectively. They also ensured the person felt listened to and gave time to the person to express their thoughts and wishes.

The registered manager and the staff supported people and their families to share feedback or raise complaints about their care, treatment and support. Staff involved people and their relatives where possible in decisions about their care and communicated with them regularly. People and relatives were able to contact the registered manager or staff to raise concerns or queries.Staff said they worked with some people who used non-verbal communication such as signs and gestures to show understanding and indicate their needs. An example given was one person who went to the kitchen and open the cupboard door to show they were hungry.The provider had a policy and procedure in place for comments, suggestions and complaints. There was 1 complaint ongoing at the time of the assessment. The registered manager provided us with information about how they had been managing it including communication with the family and the funding authority.The provider and the registered manager encouraged feedback and took any concerns seriously and would use this as an opportunity to review and improve the quality of the service. This was to ensure any issues were captured and addressed in a timely way. People also had individual sessions with their key workers to discuss any matters relating to their life, health or wellbeing.

The registered manager and the staff made sure that people could access the care, support and treatment they needed when they needed it.People’s needs were monitored appropriately to ensure their health and wellbeing needs were responded to promptly if any changes occurred. The registered manager and the staff worked together to oversee people’s needs and respond effectively. Staff knew when to take action promptly and worked with the registered manager to make referrals to other health and well-being professionals to address any issues with their health or changing needs. This helped the care and treatment for people’s health and wellbeing be proactive and organised well.

The registered manager and the staff actively listened to information about people who are most likely to experience inequality or outcomes and tailored their care, support and treatment in response to this.People’s care, treatment and support were organised and managed in a way that promoted equality and ensured their rights were protected. People and their relatives were supported to give their views about their experience to ensure they had a positive experience while using the service. When issues arose, this was managed with support of other professionals such as social workers and funding authorities.The registered manager and staff were in regular communication with people and their families to resolve any issues or pick up any queries without delay. Staff demonstrated they understood individual people’s needs and empowered them positively to make daily decisions about their care and support.

People were supported to make informed choices about their care. However, the registered manager needed to review information about how people would be supported to plan for important life changes with families or other professionals. They said they had not had conversations around specific treatment with people.We spoke with the registered manager about the support to people around different treatments, especially if health deteriorated suddenly to ensure staff were aware what to do. The registered manager needed to consider if any information was needed to be in place such as having records of personalised emergency care preferences, especially for a future situation where people may not be able to communicate their wishes. This would also ensure people had enough time to make informed decisions about their future, including care at the end of their life.