Detailed Care 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 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.

Care planning was person‑centred and reflected people’s individual needs, preferences, and choices. Care plans were developed with the active involvement of the person, ensuring their views and decisions were central to how care and support were delivered.

The provider supported people to feel empowered and involved indecision‑making about their care. Staff demonstrated an understanding of person‑centred practice. One member of staff stated, “It is person‑centred; care plans are person‑centred with the person involved.”

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.

The provider delivered care to a wide range of people with differing needs. The provider had taken appropriate action to ensure staff were trained to support people effectively in line with their individual preferences and care requirements. This included providing relevant training, maintaining regular communication with healthcare professionals, and seeking feedback to support continuous improvement.

People’s care plans included clear information about support received from external agencies, including specialist health services.

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

The provider ensured information was accessible to people according to their individual needs. Where required, information was available in different formats, including large print or alternative languages, to support understanding and inclusion.

Staff were bilingual and were able to use their language skills to support effective communication when needed. This ensured people were able to understand information, express their views, and remain fully involved in decisions about their care.

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 provider actively sought feedback from people using the service through surveys. Responses were gathered and analysed to identify themes, strengths, and areas for improvement.

The analysis of survey feedback supported the provider to understand people’s experiences and views of the service. Findings were used to inform service development and ensure care continued to reflect people’s needs, preferences, and expectations.

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

The provider had relevant policies in place, including equality and diversity policies, to ensure people were treated fairly, with dignity and respect. These policies supported inclusive practice and helped reduce the risk of discrimination. The provider supported people to access the community, comments included, “They have offered to support me with accessing church,” and “They respect our religion and beliefs. They talk with me about different celebrations.”

Staff and leaders undertook equality, diversity and inclusion training to equip them with the knowledge and skills needed to recognise and address potential barriers people may experience when accessing care. This included specific training such as LGBTQ+ Aware for Care and Equality, Diversity and Inclusion training.

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 experienced positive and consistent outcomes regardless of their background, personal circumstances, or level of need. Feedback indicated that people felt safe, respected, and well supported by the provider. Care and support were delivered in a way that promoted fairness, inclusion, and equality of access.

The provider monitored outcomes through daily records, regular reviews, and spot checks to ensure people continued to receive safe and effective care. Care plans contained clear and detailed information to support positive outcomes, including guidance on nutrition, hydration, and communication needs. This supported staff to deliver equitable, person‑centred care and respond effectively to individual needs.

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.

The provider discussed end of life wishes as part of the pre‑admission process to ensure people were given the opportunity to express their preferences in advance, should this be required in the future. Where applicable, end of life information was included within care plans.

Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were recorded appropriately within care records, ensuring staff had access to clear and accurate information.

All staff were up to date with end of life care training, supporting preparedness and ensuring staff were equipped with the knowledge and skills to provide compassionate, person‑centred care if required.