Select Choice Community Support 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

This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

Staff understood people’s needs well from the outset. They responded well to people’s suggestions and feedback. We received positive feedback from external partners regarding how flexibly the service worked to meet people’s needs.

People and relatives were listened to and their views played a part in how the service was run. The service worked proactively to understand people’s changing needs and to advocate for them when needed.

The provider had policies and processes in place to support significant changes in people’s lives, including at the end of their life.

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.

Care was personalised to people’s individual needs and could be changed when needed. The registered managers regularly reviewed care packages to ensure people were able to explore the best options for them. One person said, “They have been very good from the start, making sure I was happy with everything, and if there was anything else they could do – lots of little adjustments.” One relative said, “They get that [person] has a sense of humour and is their own person.”

People were helped to explore and understand what they could achieve and what the potential limitations or challenges were.

The provider understood that person-centred care was best delivered by staff who had built of a bond with, and knowledge of, a person. One external professional said, “Carers have been with [person] for several years and they know them so well.”

Staff worked in a co-ordinated way with other professionals and clinicians. People drew confidence from this collaborative approach. Those we spoke with were positive about how open and proactive the service was, and how this helped them in turn contribute to making sure people’s needs were met.

Relatives felt valued and involved. They felt equal partners in the care planning process. One said, “It’s not higher-ups and minions, we all work as a team.”

Staff received person-centred care training and shadowing ensured they had the right approach.

Information was provided to people in a way they understood, whether verbal, non-verbal subtleties or emails. People and families recognised this attention to detail.

Care staff felt they had all the necessary information they needed. For instance, knowing in advance their rota, knowing where policies where, and knowing how to use the provider’s electronic records system. Communication and provision of information between the office team and care staff was good.

People and relatives knew how to feedback to the service. They confirmed there were a range of formal, regular options to do this, and that leaders were also regularly available for ad hoc conversations. People, relatives and external professionals gave positive feedback about how openly the service listened to and engaged with people to ensure care was to a high standard. One relative said, “They do everything they have committed to and I can’t speak highly enough of them.”

Complaints were few. Where an issue was raised, the registered managers ensured it was fully reviewed, as independently as practicable, and lessons were learned to improve practices and accountability.

The registered manager was keen to find ways to involve people further in how the service could develop and grow.

People were supported by staff who knew how to meet their needs, in a way that worked for them. Their protected characteristics were respected and the service understood the importance of advocacy.

Staff understood the importance of ensuring people had access to the right health and social care services; they helped them to do this through well planned and documented care.

People experienced a person-centred approach, which ensured equity of experiences. The provider worked proactively to remove barriers that might impact on people’s ability to experience good health outcomes. The registered managers ensured staff understood people’s needs, preferences and anxieties; they put the right processes in place to support people and staff.

No one was receiving end of life care. One of the registered managers had significant experience in this area and hoped to develop this as an area of strength for the service, as well as dementia care.