Enabling Others 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery. The provider was previously in breach of the legal regulation in relation to person-centred care. Improvements were found at this assessment, and the provider was no longer in breach of this regulation.

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 relatives told us they were involved in developing and reviewing care plans. Relatives told us, “Yes, we are very involved in all decision making” and “[Managers] send a copy of the care plan to me and I feed into it. I let them know if I think something is not right.”

Care plans clearly set out each person’s needs, preferred routines, and the level of support required with personal care. Care plans detailed what was important to each person, including their life history, cultural beliefs, and significant relationships and were presented in easy read format to support people to understand and be involved in their development.

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.
Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. They recognised when people were at risk from poorer experiences and worked to ensure everyone was included and provided advocacy where needed. For example, staff advocated for a person to obtain a prescription for a less invasive procedure to support essential monitoring of their health condition. This demonstrated a joined up and flexible approach to ensuring the person had the care they needed.
 

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

People and relatives told us they received the information they needed about their care. The provider understood the Accessible Information Standard, and we saw documentation, where required, had been put into an accessible format for people using the service. People’s care and support plans had been created in both standard and visual ‘easy read’ format. Care plans documented people’s communication needs and any required adjustments to aid people’s understanding. This included tone and volume of speech and communication aids such as pictorial prompts and objects of reference. A relative felt more staff needed to be trained in Makaton (a language programme that combines speech, hand signs, and picture symbols to help people communicate). The provider was aware of this and was arranging training for staff.

The provider had made improvements to enable people to share feedback and ideas, or raise complaints about their care, treatment and support. A relative told us, “I can raise anything with [Managers] in the first instance. I’ve never had to raise anything other than minor things. Staff are responsive and helpful.” A second relative told us, “Before the last CQC inspection I didn’t feel listened to or involved and felt some staff were not open or worked with us. Since then, I feel [Managers] do listen and have acknowledged things went wrong. Things have got a lot better, though there is still a way to go.” Preferences and feedback were incorporated promptly into care plans, helping people feel respected, heard, and in control of their lives. This showed care was personalised and specific to people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff promoted fair and equal access to care. People from different backgrounds and communities were supported without discrimination. Managers and staff understood diverse needs. They ensured equitable access to healthcare and worked collaboratively with commissioners and other professionals to ensure people with complex or changing requirements continued to receive appropriate, high-quality care.

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. People were supported to access community resources and services. We observed people comfortably choosing to go out with staff having gained confidence following years of institutionalised living. They were engaged in activities that were meaningful to them and provided them with stimulation. Staff provided advocacy for people to ensure their voices were heard in all aspects of their care, treatment and support. They had worked with community providers, including retailers, to ensure acceptance and understanding of people to give them equality in access and achieve positive outcomes from their experiences.
 

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. Care plans showed people and those important to them were given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions. People’s care plans reflected planning for their future life development, with short term goals and a progression towards longer term aspirations.