G H Quality Care Limited - 63 Taunton Road

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were personalised and included details about preferences and routines. People said the provider fitted visits around their preferred routines and were flexible when they needed to be.

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 consistent care from staff who knew them well. Care plans were regularly reviewed and updated to reflect people’s changing needs. Staff worked with other health and social care professionals to promote independence and choice.

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

People received contracts and service user guides when they began to use the service. These documents helped to make sure people knew what they could expect from the service.

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

People felt listened to and involved in decisions about their care and support.

People told us they would be comfortable to make a complaint if they had any worries or concerns. One person told us they had no complaints but would feel able to raise any issues with a member of staff or the registered manager.

We saw all formal and informal complaints were investigated and action was taken to address any issues raised. This had included disciplinary action for staff where appropriate.

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

Staff knew people well and were able to recognise when needs had changed. We heard how staff liaised with other professionals and family members to make sure people had the support and equipment they needed.

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 felt listened to and respected. One person commented, “I know the manager and they are straight talking people. If I have any queries, they answer the question honestly. I can’t see what they could be doing better."

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.

We received positive feedback about the care people had received at the end of their life. One relative wrote to us saying, “We witnessed first-hand the dedication of her carers, whom she clearly regarded as friends and did much more than could reasonably have been expected."