121 Health&Care 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.

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.

People’s care plans were individualised and detailed how people wanted to be supported in line with their individual likes and dislikes. A relative told us, “[Person] is bedbound now, but they [staff] are so good, they do everything, they certainly know what they are doing.”

One staff member told us, “I improve person-centred care by providing care tailored to my customers’[person’s] needs, including mobility, communication, gender, or religion. I use an appropriate approach to communication and make personalised adjustments based on equality, diversity, and inclusion. I involve them in their care by respecting their decisions about how they would like to be cared for and providing appropriate information or advice to support their choices.”

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 received care and treatment in line with their assessed needs. Relatives said people had regular health checks and care reviews and records confirmed this. Staff routinely accompanied people to many appointments.

Staff worked closely with community health care providers and knew when to refer people for specialist care. They accessed support, advice and treatment for people from physiotherapists, speech and language therapists, and opticians when required.

One staff member said, “Yes, my team works closely with other professionals, such as physiotherapists, occupational therapists, and medical staff, to make decisions in the best interest of our customers. This collaborative and continuous process ensures high-quality, person-centred care that adapts to the needs of each individual.”

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

The service followed the principles of the Accessible Information Standard (AIS) to identify, record, and meet the information and communication needs of people with a disability, impairment, and/or sensory loss. This ensured people were given information in a way they could understand.

People had person-centred care plans detailing their communication needs and how staff should support them. Information was shared with visiting health and social care professionals where necessary to ensure people could get the best out of medical and other appointments.

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.

People told us they were listened to, and confident concerns would be dealt with. Their comments included, “I have never had a problem really, it's all worked OK, but I would just ring [registered manager] and say if I did”, “[Registered manager] has been so helpful, a very good communicator, I speak to them weekly and send texts, so I know what's going on, I can't praise them enough” and “I have never had a problem.”

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

The provider made sure people could access the care and support they needed in a timely way. People’s care was planned in a way which worked for them, and which promoted dignity, equality, and human rights.

The provider used people’s feedback and other evidence to improve access for people more likely to experience barriers or delays in accessing their care.

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 and having regard to the needs of people with different protected characteristics. The provider recognised potential discrimination and inequality and proactively addressed barriers to improve people’s experience of the service.

One staff member told us, “We [staff] make an effort to appreciate each person’s unique character, opinions, and dreams.”

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 able to discuss their preferences about the care they wished to receive towards the end of their lives. People’s wishes were respected if they chose not to discuss this aspect of their care.

People’s wishes were recorded in their care plans. For example, one person had stated, “To keep a healthy lifestyle and remain in my flat with my [relative]. I would like to continue to live independently.”

Staff told us people’s wishes were respected and acted upon.