Anytime Care 2020 (Hampshire)

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.

One person enjoyed attending church every Sunday and considered this an important part of their life. Staff ensured their care was provided in sufficient time for them to prepare for and attend the service. This enabled them to continue practising their faith and remain involved in their local community. By adapting support around the person's wishes and routines, staff promoted their independence and quality of life. Care plans were detailed and reflective of people’s individual 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.

Communication between office staff, care staff and healthcare professionals supported continuity of care. This was achieved through the use of an electronic care system, effective handovers and multidisciplinary team working. For example, when a person's health needs changed, care staff recorded observations and updates on the electronic care system, which enabled the office team and healthcare professionals to review information promptly and adjust support where required.

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

A member of staff said, "I explain things clearly and make sure they understand what the different options are." Staff supported people to make informed decisions about their care by providing information in a clear, accessible and meaningful way and allowing them sufficient time to consider their options. Where required, information was adapted and provided in different formats to meet individual communication needs, ensuring people were able to understand information, participate in decision-making and express their preferences.

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.

The service made it easy for people to share feedback and ideas, or raise complaints about their care and support. They involved people in decisions about their care and told them what had changed as a result. Staff felt people knew them well enough to be able to share any concerns about their care and support. The provider had a complaints policy in place. Any complaints received had been reviewed, investigated and an outcome and an apology provided

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

Staff demonstrated a commitment to equality and non-discriminatory practice. One person said, "We do not discriminate and it is important for us to value diversity."

Staff supported people to access healthcare appointments, community activities and services that were important to them. Support was tailored to each person's individual needs, helping to reduce barriers that may otherwise have prevented them from participating fully in their community and maintaining their independence.

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’s care plans were adapted to reflect their cultural, religious and individual preferences. For example, early Sunday morning visits were arranged so a client could attend religious events and activities.

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 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 supported to make informed choices about their care and support. Care records captured what was important to each individual and where any advanced decisions had been made, this was recorded in care records. The provider supported people to make choices about their future care. quality of life."