Tipson Healthcare 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 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 decided, in partnership with people, how to respond to any relevant changes in people’s needs.
The provider planned care around the person’s needs, preferences and daily routines. Staff involved the person and their relative in care planning and reviews. Care plans reflected the person’s support from their relative, the live-in carer and the provider’s care staff.
Staff used communication with the person, feedback from the relative and live-in carer to understand and respond to the person’s changing needs. Staff told us they had a good understanding of the person’s health concerns, and this helped them provide care in the way the person preferred.
 

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 maintained continuity of care through consistent staffing and clear communication. The relative told us, “my relative mainly receives support from the same staff members unless there’s holidays, and I am always told which staff member is coming.” They told us staff arrived on time, stayed for the agreed time and there had been no missed calls, this meant that scheduled visits always took place.
Care plans and records were clear and up to date. The provider shared relevant information with staff and reviewed records when changes occurred. This helped staff provide consistent support and reduced the risk of the person having to repeat information.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
The provider gave the person and their relative information about care, support and how to raise concerns. Care plans and pre-assessment records included information about the person’s communication needs and staff shared information in a way the person understood. Staff used day-to-day conversations with the person to check their understanding.
The provider had policies for the Accessible Information Standard and GDPR. Staff received guidance on confidentiality, information sharing and secure record keeping. Records showed staff shared relevant information appropriately with the person, their relative, the live-in carer and had processes to share with other agencies when and 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.
Staff listened to the person and involved them in decisions about their care and support. The person told us that staff listened to them. Their relative said they could speak openly with the registered manager and felt confident concerns would be addressed.
The provider acted on feedback. For example, the relative raised concerns that staff did not appear confident at the beginning of the care package. The registered manager listened and addressed this, and the relative said as a result staff were better trained and more confident. The provider also responded quickly and appropriately when a complaint was raised and achieved the outcome the person wanted.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
The provider considered the person’s physical disability, communication needs and daily routines when planning care. Staff understood the person’s physical limitations and used appropriate support to reduce barriers. Care plans considered reasonable adjustments linked to mobility, communication and sensory needs.
The provider had emergency and out-of-hours arrangements in place, including on-call support. Care records and timesheets showed the person accessed support when they needed it.
 

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
Staff considered the person’s protected characteristics, personal circumstances, religion, culture and disability-related needs. Staff adapted care to support the person’s routines, preferences and independence. Staff also supported physical activity through exercises and stretching, which helped promote wellbeing and reduce the risk of physical deterioration.
The provider had equality and discrimination policies in place. Staff completed equality, diversity and inclusion training and understood the importance of treating people fairly and identifying discrimination. Processes were in place for staff to escalate concerns about inequality. The person’s feedback demonstrated that staff respected their dignity, choices and autonomy.
 

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.
Staff supported the person to make decisions about their care and future wishes while they had capacity to do so. Care plans recorded the person’s preferences, goals and any relevant advance decisions. Information was accessible to staff so they could support the person consistently.
Staff encouraged the person to express wishes about daily routines, care interventions and longer-term goals. The provider had policies and training relating to end-of-life care and palliative care. Records showed future planning included the person’s end of life care wishes were considered where relevant and would be reviewed with the person, relatives and partners if the person’s needs changed.