Community Clinical 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.

The provider ensured people were at the centre of their care and treatment, with care plans clearly reflecting children’s individual needs, preferences and communication styles. Staff had access to detailed information about how children expressed their needs and guidance on how best to support them.

Families were involved in planning care and in decisions when needs changed. Relatives told us they were engaged and able to contribute to how care was delivered. A couple of families described instances where changes in staffing or unplanned staff absence had impacted on how consistently person-centred care was delivered. However, overall, they were satisfied with how care was tailored and responsive to individual needs.

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 worked effectively with other professionals to ensure care was coordinated and met children’s needs. There was clear evidence of partnership working with healthcare professionals and commissioners, and care plans were updated when needs changed.

Children experienced consistent care from staff who knew them well. Staff were matched as closely as possible to families and introduced to them before they started working. Families told us if they were dissatisfied with the care provided by individual staff, the service worked with them to ensure a more suitable staff match was put in place.

The registered manager told us that when staff were absent at short notice, for example due to illness, they would always try to find a staff member with suitable skills and training to provide cover and worked with families and commissioners around this.

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

The provider ensured families received information about care in ways that supported understanding. Care plans included clear guidance for staff about communication needs, and families had access to care records in the home.

Family members told us staff usually provided clear handovers at the end of shifts, helping them stay informed about the care delivered to their children.

The registered manager told us that at the time of inspection they were not supporting children and families who required information in specific formats or languages, but they would always try to provide this if required in future

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 had systems in place to gather feedback, including regular reviews, meetings and surveys. Most family members felt able to raise concerns and said staff and managers responded appropriately. They told us concerns were taken seriously and action was taken when required, including changes to staffing where this was requested. However, a family member told us they had not always received feedback about the outcome of concerns or investigations, when requested. The registered manager explained this was not always possible when to do so would mean sharing confidential information in relation to staff. The records we viewed showed the service had made changes on request and informed families about these, even where some confidential information could not be shared.

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

The provider understood people’s diverse needs and reflected these in care planning. Information about protected characteristics and communication needs was recorded and used to guide care delivery. Guidance for staff on how to recognise and respond to immediate needs was detailed and agreed with families. This included actions to take in case of any health or other emergency.

The service worked with other professionals to ensure children had access to the equipment and support they needed. The registered manager described how staff had supported families to obtain essential equipment to meet their children's needs.

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 promoted equality and person-centred care through inclusive care planning and staff training. Care plans reflected children’s individual needs and preferences and supported positive outcomes. Because the children supported by the service lived with complex, and sometimes life-limiting conditions, staff recognised importance of being responsive in adapting care to any changing needs. During our inspection we noted office-based staff liaised with parents and health professionals in relation to changes to care required following, for example hospital admission and discharge.

Families gave positive feedback about the care and support provided, and their overall experiences were good.

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 supported people and families to plan for future care, including end of life care where appropriate. Because children supported by the service lived at home with their families, parents took the lead on future care. However, care plans included relevant information about their preferences, and the service worked with specialist services to provide coordinated support. The registered manager described how staff had worked in partnership with children’s hospices and community palliative care teams to ensure joined up care was provided where they were supporting children at end of life.