Care 24-7 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.

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 71 (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 did not always make sure people were at the centre of their care and treatment choices, and did not always decide, in partnership with people, how to respond to any relevant changes in people’s needs.

People experienced inconsistency receiving person-centred care. There were gaps in people’s care records which supported staff to deliver care to people. People told us at times, there was important information missing from their care plans which meant they had to retell their story. They felt some staff involved in their care did not understand their 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 with local services to ensure continuity, and care was reflective of the needs of the local community. One professional told us, "The care team are in tune with the local community."

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

There was an accessible information standards policy in place. People using the service were provided with a service user handbook which is available in alternative formats. The services website offers various accessibility options to meet accessible information standards (AIS). However, people were not provided safeguarding or Care Quality Commission (CQC) contact information so they could raise concerns independently from the service or anonymously. The provider told us they were making improvements to their service user guide information.

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 and relatives were provided with opportunity to give feedback regarding their care. Feedback was present in people's care plans and was positive. Satisfaction surveys were offered to people, and feedback was largely positive. The service had a "you said we did" document in place. However, people told us there was staff inconsistency and this this was echoed by care staff.

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

The provider ensured people who may be at increased risk of inequality under the Equality Act 2010, were supported to have equal access to care. For example, people’s communication needs were well documented in care plans.

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 took active steps to promote inclusion for people at increased risk of inequality. The service supported people with befriending services, to tackle loneliness and isolation. People with communication needs were supported to be involved in their care. One relative told us, "They [staff] do hand signals for a cup of tea and point at things like pointing at the TV or the remote control to see if [ my relative] wants it. "

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.

There was an end-of-life policy in place. People's wishes and preferences had been documented in care records. The service was taking active steps to enhance support further for people requiring care at the end of their lives.