Agaped Healthlink 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 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.

Care plans reflected people’s physical, mental, emotional and social needs. They detailed people's preferences, likes, dislikes and how they wished to receive care. Care plans evidenced people’s involvement so they were able to make decisions on the care they wished to receive. Care plans were regularly reviewed to ensure staff could respond to any changes to people’s needs.

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 explained they currently did not work with other health and social care professionals. They did recognise that as they took on more packages of care, they would need to work closely with other agencies such as GPs and district nurses to ensure people received consistent care and support.

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. 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.

Care plans contained information on people’s preferred methods of communication. There was an easy read service user guide available. The registered manager explained that as the service grew, they would develop information to ensure it was accessible to those using the service. This could be in different formats such as large print.

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 opportunities for people to feedback on the service. The provider had a complaints process in place. The registered manager explained, people would complete a form about any concerns they had and then they would investigate. Feedback forms were available and were analysed by the registered manager to identify any actions needed.

The registered manager stated as the service provision was small, they were able to regularly visit and seek feedback from the person receiving care and support. People were involved in reviewing their care and were aware of any changes made to their support.

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

Care plans contained information on how people communicated their needs. The registered manager explained how they would work in partnership with other agencies to ensure people’s needs were met.

Staff had received training in equality and diversity to support their understanding of people’s individual needs, preferences and wishes and how to meet these.

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.

People and their relatives were involved in planning how they wished care to be provided. Care plans contained information on people’s preferred methods of communication.

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 service was not providing any end-of-life care at the time of assessment.

The registered manager explained how they would support people to plan for their future. They said this would be discussed at their initial assessment. Any opportunities the person wanted to be involved with would then be explored and sourced where possible. A staff member told us, “We encourage people to live an independent life as much as possible while staying safe. If they want to try something new or different, we put in place a risk assessment in order to safely support their choices wherever possible.”