West Devon & District Care & Support 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 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 plans were detailed and personalised with information about what mattered to people, including their wishes to remain at home, important relationships, and preferred routines. People confirmed they received person-centred care.

People and their relatives told us staff were flexible and responsive to their preferences.

Staff conversation focused on ensuring people received person-centred care and support to aid their physical and emotional 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.

Staff received induction, shadowing and competency checks to enable them to understand the needs of people. The registered manager worked with people and their relatives to provide consistent care.

People’s needs were understood by staff. Staff demonstrated a good understanding of people’s support needs and preferences. Information was shared between staff and the registered manager to ensure continuity of care.

Care records included information from activities of daily living, cultural, religious, and spiritual needs, important individuals, food preferences, eating and drinking and communication.

There was evidence of the service liaising with health and social care professionals on a regular and timely basis and making onward referrals to specialist teams.

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

The registered manager assessed people’s communication needs and clearly documented accessible communication needs in their care plan.

The registered manager told us, “We ensure the information that we obtain about a person and how we obtain it, is presented in a way that allows the person access and involvement in their care and removing any boundaries to allow this to happen. To ensure that the accessible information is met we have a care planning system which has information that carers can access, if needed, regarding an individual’s communication needs.”

People and their relatives felt the registered manager communicated with them well.

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 service had a culture of open and honest discussions, and any issues were dealt with immediately. For example, in relation to how a meal was presented.

There were regular opportunities for people, and people that matter to them, to raise issues, concerns, and complaints. The registered manager worked alongside staff to ensure any arising issues were dealt with in a responsive and proactive way.

Complaints were seen as learning opportunities and the provider reflected on how the service could improve.

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

People confirmed they were able to access care and support from staff as and when required. For example, with regards to personal care and maintaining their independence.

Staff confirmed people had equal access to care and support because the provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

People’s equality, diversity, and human rights were respected. The service’s vision and values centred around the people they supported. The organisation’s statement of purpose documented a philosophy of maximising people’s life choices, encouraging independence and people having a sense of worth and value. For example, people were constantly encouraged to lead rich and meaningful lives to aid their physical, mental, emotional wellbeing, with consideration for protected characteristics under the Equality Act 2010.

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’s care, treatment and support promoted equality, removed barriers or delays, and protected their rights.

People’s needs were assessed before starting the service to ensure their preferences could be appropriately met. Staff supported people with their care needs as required. People told us they did not feel discriminated against, and they received the appropriate care and support required. Staff knew people well to understand their equality related needs and to ensure appropriate care and support was delivered.

Staff had completed training in equality, diversity, and human rights. Staff told us this training helped them understand the importance of respecting people’s protected characteristics and adapting care to meet individual needs.

The registered manager completed care reviews with people to gather feedback and where needed, this resulted in changes to people’s care and support.

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.

Staff told us they worked with people and their relatives to discuss any changes in needs and to update care plans when required. Reviews of care were carried out periodically and when people’s needs changed.

Staff received training to ensure they were confident in providing kind and compassionate end of life care and support.

Staff said, in the event of providing end of life care, they worked closely with the community nursing team, GPs and family to ensure people’s needs and wishes were met in a timely way.

The service ensured people had treatment escalation plans (TEPs) and worked with health professionals to ensure people’s final wishes were respected.