Care Delivered 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 rated this key question good. At this assessment the rating has remained 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’s initial assessments gathered detailed information about their life histories, experiences and preferences, which helped staff how to support them in a personalised way. People and their relatives confirmed their care was flexible and was scheduled around when it was needed.

As people had regular care staff, people and their relatives told us staff understood their needs and knew them very well, which helped them to receive person-centred care. A relative said, “The carers are wonderful, always come on time and really understand what they need to do. They stay for the full visit and are very used to my [family member]. They also understand how we function as a family and we all get on very well."

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. Due to the size of the service, there was a strong emphasis on continuity, which ensured people were supported by a familiar team of care workers wherever possible. People received consistent and well-coordinated care from a regular staff team who understood their needs and preferences. People and their relatives were positive about this and told us the care had a positive impact on all of their lives.

Staff benefitted from multiple shadowing visits before they fully started to work with people. People’s relatives confirmed this and staff told us this helped them to fully understand the people they supported. The provider also communicated effectively with the care staff, people and their families and external health and social care professionals to ensure care was well-coordinated.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and discussed during their initial assessment. Staff confirmed they discussed people’s communication needs on a regular basis and told us they had sufficient information to help them understand people’s communication needs.

The provider understood the principles of the Accessible Information Standards (AIS) and where needed, had translated a range of important documents and correspondence to further aid effective communication and ensure people were always fully involved in their care. Where people had difficulties in communicating, there were also easy read options about how feedback could be provided to support their understanding.

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 knew how to complain and were given information about how to do this before they started using the service. They were also regularly reminded and encouraged to give feedback about the care they received via monitoring visits, reviews and surveys.

Although people and their relatives told us they had not had any complaints with the service, they were all very confident they would feel comfortable doing so, would feel listened to and would be taken seriously. A relative said, “If we do have any problems, we discuss this and solve any issues. We have had no issues at all.” The registered manager added, “We do not want people to feel intimidated. We encourage feedback to learn about the service."

The provider made sure people could access the care, support and treatment they needed when they needed it. The provider had regular correspondence with people to review their care needs and if the correct level of support was being provided. The provider made reasonable adjustments for people and their relatives, specifically helping to address communication barriers. The provider also ensured people could access support out of hours or in an emergency. The management team covered an on-call rota to ensure support could be provided, especially in times of crisis or distress. Where appropriate and as part of any agreed care, staff supported people to healthcare appointments or called emergency services to ensure they accessed the care they required.

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 registered manager had an awareness of the groups of people who were at risk of possible disadvantages and knew the procedures to follow to address any possible barriers within their care. Staff had completed training within this area and discussed equality and diversity issues during supervision. The registered manager demonstrated a commitment to equity, with people supported to access religious and cultural activities and providing information in preferred languages. For example, we saw the provider had supported people to access online prayers at a local mosque when they were unable to attend in person.

The registered manager said, “It is important we know what the client needs and we build a care plan from this so we know how they can be supported. We are aware of people’s protected characteristics as part of our assessment and ensure we are in line with the legislation and train our staff to ensure they understand how to treat our clients."

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 registered manager was aware of the importance of this if people’s needs changed and people’s care records had a dedicated section to record any advanced decisions, including people’s outcomes and if they had any concerns regarding their future.

The registered manger confirmed that although end of life care was not being provided at the time of the inspection, they discussed any end of life wishes during people’s initial assessment. They added, “We respect that some individuals are not immediately comfortable sharing this information. In such cases, we revisit the topic during care plan reviews. We remain committed to handling these sensitive discussions with full respect for the cultural preferences of our clients and their families."