Everycare (Wessex) 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 – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question outstanding. At this assessment the rating has changed to 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 received personalised care that was responsive to their needs, wishes and preferences. Care plans were in an electronic format, staff had access to them on their smartphones. This meant any changes in people’s needs were shared immediately and staff were kept up to date with new information about people they cared for. Care plans contained person-centred details, including their goals, skills, abilities and how they preferred to manage their health.
Staff had worked closely with people, their relatives and others important to them to ensure all their wishes and feelings were recorded. Staff had spent time with people and their relatives to gain real insight, and demonstrated they knew people, their routines, wishes and preferences very well. One staff member said, “Clients are encouraged to stay active, enjoy their hobbies and remain part of their community. I especially like that Everycare organises client parties a few times a year where clients can meet, socialise, play games and have fun together. It creates a real sense of community and is something very special”. Another said, “We carry out regular reviews and clients are encouraged to raise concerns with carers or the office which ever they feel most comfortable doing”.
 

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.

Management and staff told us there was continuity of care. The registered manager told us, “We are proud that we have long standing staff and those that have returned so people are always seeing familiar faces”.
Leaders were knowledgeable about people’s diverse health and social care needs. Staff made sure the multi-disciplinary team were involved when required. They gave examples of this and explained how other professionals were involved to ensure people’s wellbeing. We reviewed records of people who had regular input from other services; for example, there was input from the community rehabilitation team, local GP surgery and speech and language therapists (SALT). Staff worked hard to co-ordinate people’s appointments, making sure other professionals were aware of the person’s treatment and ongoing needs. Staff followed any guidance given. One professional told us, “Everycare work well with the surgery to support the ongoing care of clients. They often help to arrange visits with the nursing team to ensure clients feel comfortable when receiving care, and that they can follow on from the nursing team’s advice and guidance”.
 

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

The provider had an Accessible Information Standard policy. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.
The provider ensured people’s care plans and records captured how people were supported to engage in meaningful communication and decision-making. This enabled people to be active participants in their care if this was their wish. Peoples’ care plans clearly identified communication needs and what staff should do to support communication. This included ensuring people had access to any aids they required, such as prescription glasses and hearing aids.
 

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.

There were effective systems to manage concerns and complaints. A complaint policy was in place that detailed the process of managing complaints. Staff were also able to tell us the process to manage complaints and concerns, which were escalated to management for review.
People and relatives were able to share feedback about their care through regular reviews and surveys. People confirmed they were involved in discussions about their care. One person told us, “They talk through it with me”.
We saw systems were in place to obtain feedback from people and management were responsive to all feedback. Information was used to shape the service and make changes where needed. People and relatives confirmed they knew who to contact if they had a concern.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People's care records demonstrated that when they required the support and intervention of external health care professionals, this was provided. People were supported to attend health appointments and referrals to external health professionals were made in a timely manner for further assessment and / or guidance. This demonstrated people had access to the care they needed.
People were encouraged and supported to access regular health care reviews with a strong focus on prevention from further health deterioration. Comprehensive assessments covering the accessibility of people’s homes and whether any adaptations, equipment or referrals to occupational therapists were needed had been completed. External professionals confirmed 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 complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. For example, people with health-related mobility issues were provided with appropriate mobility aids to improve their experience and support independence.
Staff had completed training in equality, diversity and inclusion. The provider had an equality and diversity policy which was in line with legislation and up to date.
 

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.
People were provided with opportunities to discuss their care needs regarding care at the end of life. The registered manager told us they were not currently supporting anyone who required end of life care, however told us, ‘We like to create a pathway in our plans to support end of life wishes’. Records showed people’s preferences were recorded. The provider has ensured that copies of Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) were available and maintained as part of future planning arrangements, and these were adhered to.