IDG Care

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.

This is the first assessment for this service. This key question has been rated 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 told us they received person centred care, were involved in the planning and were leading their own care, care plans and care notes reflected this.

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.

The provider demonstrated continuity of care through a consistent staff team including regular agency staff.

People were supported to access healthcare services when they needed them, and the provider ensured appropriate involvement of healthcare professionals as and when needed.

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

The provider had an accessible information policy, and information could be made available in other and person-centred formats where required such as other languages or pictorial format.

The provider understood the importance of ensuring that people’s communication needs were supported across different staff teams and services and had included guidance on how to support this in their policy.

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.

The provider had a complaints policy and procedure in place. The service user guide told people how to make a complaint, the expected timescales for a response and who else they could contact if they remained dissatisfied.

Records confirmed where people had raised a concern this had been recorded and actioned in line with the providers policy and procedure.

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

The person mostly independently arranged their appointments and were then supported by staff to attend. The provider understood the importance of ensuring equity in access for people and policies and procedures in place supported this.

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.

The provider had adopted a person-centred rule to ensure people had a good experience. This included the principle that “Culture, religion, ethnicity, sex, sexual orientation, disability or any other characteristic must never be used as a shortcut for deciding what a person wants. Ask the person, record their preferences, respect lawful choices and review them when circumstances change.”

The person’s care plan evidenced that they were listened to and they told us they were.

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.

The provider did not offer a specialised end of life service and told us they would seek support from medical professionals if required to support people who wished to stay with the service in their own home at the end of their life.

Care planning included resuscitation information and staff were trained in basic life support for delivery where required.