Quality Care

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. A relative told us, “We are extremely happy with the level of care that Quality Care provide. Prior to them being involved with [person] they had [condition], but with their intervention [person’s] legs are brilliant.”

People’s care plans were person centred and contained information on the support people needed with various aspects of their daily life such as personal care, health, eating and drinking and oral health. People’s care preferences were reflected in their care plans which also included information such as their habits, daily routine, likes and dislikes and things that mattered to them most. Daily notes of people’s support were completed each day to ensure staff were continually aware of any changes to their conditions or support needs. A relative told us, “The care plan is comprehensive and contains risk assessments. Another relative told us, “The assessments and risk assessments have been very detailed and has a history of [person’s] likes and dislikes.”

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.

People’s care was planned, consistently delivered and coordinated with other services. The service engaged with health and social care professionals such as the local authority and district nurses to support people with their health needs when needed. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

People and relatives spoke positively about the service and the care and treatment received. A relative told us, “The service, overall is good. Another relative told us, “We are extremely happy with the level of care that Quality Care provide. What a wonderful service. [Person’s] needs are all being managed to a high standard.”

The service was proactive when people’s needs changed and made timely referrals to professionals. This meant people’s needs were met effectively and promptly. External partners told us the team communicated well and followed professional advice when needed.

The provider had systems in place to supply appropriate information in formats that were tailored to individual needs.

No one at the service currently required this, however the registered manager told us they were able to tailor information in accordance with people’s needs and in different formats if needed. People's care plans contained information which showed how they communicated and whether they were able to communicate their wishes. A relative told us, “The carers will chat away even though [person] doesn’t respond sometimes. They really involve [person] with conversation.”

The provider made it easy for people to share feedback and ideas or raise complaints about their care. Systems were in place for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The service obtained feedback from people and their relatives about the service through care reviews and questionnaires. A relative told us, “The communication is very good between the carers, manager and myself. The manager phones me weekly to discuss [person] and how things are going. [Registered manager] is very supportive and is aware that [person’s] mental capacity is slowly diminishing. They are professional and we are happy with the service.”

Procedures were in place for receiving, handling and responding to comments and complaints which also referred to contacting the Local Government Ombudsman if people felt their complaints had not been handled appropriately. Records showed the registered manager responded promptly to any concerns raised by people and relatives and ensure they were resolved satisfactorily.

The provider made sure that people could access care, support and treatment. People were supported to access healthcare services when needed.

The service worked in partnership with key organisations including the local authorities and other healthcare professionals to ensure people had access and received care in a timely manner. A relative told us, “The manager will call in to see us and check that [person’s] care needs are being met “

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.

Equality and diversity policies were in place, and staff had received equality and diversity training to ensure people’s care, treatment and support promoted equality and protected people’s rights. People’s equality and diversity needs were detailed in their care records.

The care manager told us, “We live and work in a multicultural society, and it is important to us that everyone is treated with the same level of dignity, respect, and fairness that we would expect for ourselves. We encourage our staff to respect people's different cultures, beliefs, backgrounds and individual choices and to provide care that is person-centered and free from discrimination.”

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.

Future care preferences were documented where people chose to share them. Relatives were involved appropriately, helping people to understand their options and make informed choices about future care arrangements.