Time4Care 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 newly registered required service. This key question has been rated good.

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.

People were at the centre of decisions about their care and support. Care plans were developed and reviewed with people, and where appropriate, their representatives, ensuring their needs, preferences and wishes were reflected in the care they received. One staff member told us, "We always ask people how they prefer to receive care."

Care records contained personalised information about what was important to people and how they preferred to be supported. People were encouraged to make choices about their day-to-day care and remained in control of decisions affecting their lives.

The service benefited from a small and consistent staff team who knew people well. This helped staff identify changes in people's needs and work with them to ensure care continued to reflect their preferences and achieve positive outcomes. While care plans contained relevant information about people's needs and preferences, further detail could be included to provide additional guidance for new or unfamiliar staff and further strengthen the delivery of person-centred care.

People received consistent care from a small staff team who knew them well and understood their individual needs and preferences. Care plans reflected the support provided by relatives, other professionals and services involved in people's care.

The provider worked with people, families and relevant professionals to help ensure care remained coordinated and responsive to people's needs. Information was shared appropriately to support continuity of care and help maintain positive outcomes.

Staff received training relevant to the people they supported, and staffing arrangements promoted consistency in care delivery. This helped ensure people experienced joined-up care from staff who were familiar with their needs and routines.

People were provided with information about the service and their care in a way that supported understanding and involvement in decision-making.

The provider had policies and procedures in place covering areas such as data protection, confidentiality and accessible information. Where required, information had been adapted to meet individual needs, such as providing documents in large print.

People signed a service agreement which set out the terms and conditions of the service. The provider would benefit from developing a service user guide containing key information about the service, including contact details for the provider, emergency contact arrangements and relevant partner agencies or organisations that people may need to access for support or advice.

People were encouraged to share their views about the care they received and knew how to raise concerns if they wished to do so. The provider had a complaints procedure in place and, at the time of the assessment, had not received any complaints. The service had received positive feedback online.

As a small service, the registered manager regularly delivered care and visited people frequently, providing regular opportunities to gather feedback and discuss the quality of care being provided.

The registered manager told us surveys would be introduced to provide additional opportunities for people and their representatives to share their views and help drive continuous improvement.

People were able to access the care and support they needed when they needed it. Care plans considered people's individual needs, including any support required from family members or representatives, helping to ensure care remained accessible and responsive.

The provider worked flexibly to meet people's needs. People had support networks in place and knew who to contact if they required assistance or advice outside of planned care visits.

Care records showed people received their planned support, with no missed calls identified during the assessment period.

People received care that reflected their individual needs, preferences and circumstances. Care plans considered people's protected characteristics and identified any reasonable adjustments required to help ensure they experienced positive outcomes from their care.

Staff had completed training relevant to equality, diversity and inclusion and understood the importance of treating people fairly and with respect.

The small and consistent staff team knew people well, which helped ensure care was tailored to their needs and supported positive outcomes.

People's current care and support needs were understood and reflected in their care records. At the time of the assessment, no people using the service had a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decision in place.

The registered manager told us they would seek opportunities to discuss future wishes with people, including any end of life preferences or funeral wishes, where individuals felt comfortable having these conversations.