Ultimate Independence Care 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.

This is the first assessment for this newly registered 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.

People and their relatives told us they were involved in the planning of their care which included their physical, emotional, and social support needs. Care plans were person-centred and were based on people’s support needs, preferred routines and what was important to them.

Staff demonstrated a good understanding of how to support people in a person-centred way and were responsive to peoples' changing needs. The registered manager provided examples of how they had supported people to achieve positive outcomes and made progress to reach their goals and aspirations. We discussed with the registered manager the benefits of monitoring people’s progress towards their goals to help them recognise their accomplishments and demonstrate the effectiveness of the service.

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 registered manager and staff worked closely together and with healthcare professionals to ensure positive outcomes for people. The registered manager said they recognised the importance of building a reliable core staff team to support people and provide continuity of care. Where possible, the provider ensured people’s care remained flexible to accommodate their needs and wishes.

Staff reported no concerns about the communication within the service and felt they were informed of changes to people’s needs in a timely manner.

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

People's communication needs and preferences were assessed and recorded. The registered manager committed to proactively reviewing their documentation to ensure information was available to people in a user-friendly and accessible format. This would assist people to understand their care provision and key information about the provider such as the provider’s complaints process and contact details. We were told information could be tailored to people’s communication needs if required.

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 systems and policies in place for managing people’s feedback and complaints. People’s relatives and representatives were aware of the provider’s complaints procedure. No formal complaints had been made at the time of this assessment. The registered manager said they were proactive in managing and acting on people’s immediate concerns and valued people’s feedback.

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

People’s care plans detailed their individual needs, and what was important to them. Information about people’s background, communication needs and things they liked and disliked helped staff to understand people’s barriers to access services.

Staff delivered care in line with people’s choices and respected their views and requests.

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.

Through discussions and our observations, we were assured the registered manager and staff were committed to ensure people received personalised care that was focused on their unique needs. They respected people’s protected characteristics and promoted equality to ensure people experienced fair and equal outcomes. For example, people had been supported to access health care services to promote people’s health and well-being.

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.

At the time of this assessment, people using the service did not require end of life support. Staff were working with people and their relatives/representatives to sensitively identify people’s wishes and plans for their future and end of life care which would be documented in their care plans.