On Time Care Ltd

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• 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 service 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service worked to ensure 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.

Some care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences. For example, people could choose when they woke up, what time they went to bed and what they wanted to wear. People were able to choose what activities they wanted to participate in and the places they would like to visit. One person chose to regularly engage in exercise activities outside their home.

However, we identified areas where care plans and risk assessments would benefit from more information to ensure people’s physical, mental, and emotional needs would be comprehensively planned for. Especially for those people living requiring support to manage their behaviour. The registered manager told us they would be taking action to address these shortfalls.

Following our inspection visit, the registered manager updated these documents and sent them to us. These updated documents were person centred.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff had completed training and understood the Equality Act.The registered manager told us, “We support people to attend appointments with their preferred GP’s.” They also gave us examples of when they support people to attend other scheduled appointments

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs and preferences were clearly recorded in care plans.

Where needed people had communication aids in place, including electronic tablets and communication boards. Social stories, pictures, and objects of reference were available and also used. This meant people could make their needs and wishes known to staff.

The provider had policies in place to ensure information could be shared in different formats, should this be required.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support.

They involved people in decisions about their day-to-day care and told them what had changed as a result.

People were asked for their views in a variety of formats throughout the year, these included in daily conversations, review meetings and through surveys. We reviewed people’s daily notes and noted people’s decisions were respected. This meant people were involved and their views were sought and listened to.

The registered manager told us, where needed they engaged the use of advocacy services to ensure people were heard.

The service made sure people could access the care, support, and treatment they needed when they needed it. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against.

Staff attended training relating to people with a learning disability and autistic people.

The provider’s policies contained information specifically related to people with a learning disability and autistic people.

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 treated people as individuals and made reasonable adjustments for anyone who needed them. Staff understood how the Equality Act applied to their role.

The registered manager told us to ensure activities would be accessible to people, they would seek support from occupational therapists and physiotherapists and acquire any equipment as needed.

At the time of inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. Policies and procedures were in place for end-of-life care to support staff.

The registered manager told us, “This is an area we want to improve in. We have begun speaking to people and/or their relatives about how and where people would like to be cared for at the end of their life. When it comes to funeral arrangements, this is something the family organise.”