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 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. The person's care plan supported staff to be aware of their individual needs and social history. This which helped staff to understand the person and deliver the right care and support. The provider respected the person’s personal preferences and offered genuine choice about who supported them. Prospective new staff were matched to work with the person. If the person either did not like their new staff member, or the new relationship was not going well, then the person would be provided with a different staff member to support them. The person told us, “It is important to me to have staff I can talk to and have a laugh with. A while ago I wasn’t happy with some of the staff. I told [provider] and they don’t come anymore. I have staff who know me really well.” This approach was very effective in forming stable relationships between the person and staff.

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. Timely referrals had been made to external healthcare professionals to support the person with their identified needs, for example, their GP. The person benefited from a small staff team designed to work well with them, have a meaningful relationship with the person, and to know them well. This helped ensure they received continuity in their care, and changes in their health and wellbeing were continuously monitored and responded to.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The person’s care plan included communication plans which detailed their preferences for communication and how information should be shared with them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved the person in decisions about their care and told them what had changed as a result. The service had a complaints investigation procedure, and this had been used effectively when necessary. The person told us they knew how to make a complaint should they need to do so and we observed they spoke freely with the provider and registered manager and received assurances as a result.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff had good working relationships with local health professionals and knew how to contact the appropriate teams to support the person when the need arose. Staff responded to changes in the person’s needs to contact routine and specialist services when required. The person described how staff had supported them through changes in their mobility needs to ensure they were able to access the right healthcare and support.

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 received training in equality, diversity and human rights so that people did not experience discrimination in the quality of their lives. We observed the person’s views were listened to and acted on. They were supported by staff who advocated for them in a personalised way to ensure they had a good quality of life.

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 the person was given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions. The person’s care plan reflected planning for their future life development and outcomes they wanted from their care.