Gilead Complete Care Group 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

This was the first assessment of this registered service under a new provider and therefore we assessed all quality statements from this key question. Based on the findings of this assessment, our rating for this key question is good. This meant people’s needs were met through good organisation and delivery. Staff ensured they communicated and shared information with people in a way they could easily understand. Care plans gave a good overview of people's support needs. People were treated fairly and free from the fear of being discriminated against.

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 relative told us they were involved in planning their care and support and were able to share their preferences for how they wished to receive care. People and relative told us they were supported by staff who knew them well.

Care plans reflected people’s care and support needs. They were personalised and contained information on how people wished to receive their care and support.

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.

People received care and support from a service that understood their health and social care needs.

Staff demonstrated a good understanding of people’s support needs and preferences.

We did not receive any feedback from external health and social care professionals, however records seen indicated there were no concerns in this area.

Information was shared between staff and registered manager to ensure continuity of care. Care records included information from healthcare partners.

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

People told us they were given copies of their care plans and contracts which they were able to agree to and change if necessary.

The registered manager told us that people were provided with an overview of the cost of care and written copies of their care plans when people first began to use the service.

Contracts and agreement forms were available in people’s care records, these showed the details related to the packages of care that people had agreed to.

The provider 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.

People and their relatives felt confident that any concerns or complaints raised would be taken seriously and acted upon. Comments included, “No complaints and we have phone numbers for manager and office staff. Registered manager rings us and asks us about [person] care.”

The provider valued and listened to the views of staff. Staff told us they were encouraged to contribute their ideas about what the service did well and what they could do better.

There were a number of ways in which the provider listened to people and staff. People were given the opportunity to give their feedback through annual client surveys and spot checks. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People could access the care, support and treatment they needed when they needed it.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities.

People received care and support from staff according to their individual assessed needs.

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 told us they were supported by staff to have the same opportunity as others and received equal opportunities.

Staff understood people had a right to be treated equally and fairly. They understood that people had different religious and cultural needs and how they would support them in these areas.

People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

At the time of inspection, no one required end of life care at the time of the assessment.

The staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.

Systems were in place to discuss end of life care and planning for the future, to ensure people’s needs and wishes were identified, should this type of care be required.