Community Care Direct 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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we did not rate this key question because we only looked at part of the quality statements needed to assure us people were safe. At this assessment we have looked at all of the quality statements and 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 provider did in most cases, make sure people were at the centre of their care and treatment choices and people fed back they always worked in partnership with them to decide how to respond to any relevant changes in their needs. However, care plans and documentation did not contain enough person-centred information to record how and what staff did to make sure people were well supported. For example, 1 person had a specific way of communicating, which was not recorded in their care plan. Staff knew the person well, but there was not up to date information to help support new 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. People were supported to access local amenities, and the provider worked closely with community groups and local charities.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in easy read, large print, and verbal formats to support people with additional needs.

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. Everyone we spoke with, and the staff confirmed, the provider was always ‘hands on’ and listened to any concerns they shared. It was not always obvious from records lessons were being learned and results shared, which we raised with the provider as an area for improvement going forward.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported promptly and referred to agencies such as district nurses in a timely manner.

Staff and the provider 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. Care notes in people’s visit logs included dates and times when staff followed up on appointments to ensure they were not missed.

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. Some sensitive information was included in people’s care plans. We discussed this with people, who confirmed that their plans had been reviewed with staff and the provider, and they felt the approach was sensitive and supportive.