Yes2healthcare Ltd Also known as Yes2healthcare 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 newly registered 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.

People and those close to them, were involved in planning and making shared decisions about how their care could meet their needs. As people’s needs changed, a review was held to ensure their care needs could still be safely delivered with any reasonable adjustments.

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’s specific health and social care needs were assessed and recorded in people’s individual care plans. Staff and leaders worked with other agencies to make sure people’s needs were met.

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

People’s communication needs were assessed and met. The provider would arrange for information to be translated, or into easy read formats if this was required. Office staff telephoned people to update them about any potential delays, or changes to their service to help people understand what was happening. A copy of the agreed care plans and risk assessments could be provided to people or their family, and a digital copy available for staff.

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 were listened to and involved in regular reviews about their care. People confirmed flexible support was available for example, “They [staff] often did extra time when needed, they were not clock watchers” and, “They have been very flexible when [name] needs changed and we have been able to increase and decrease the number of staff and/or calls as we see fit”. People were encouraged to give feedback on the service, through discussion with their care staff, or with managers carrying out ‘spot checks’. Satisfaction surveys were also carried out and any issues identified, were acted upon to improve the service people received.

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

People received person-centred care which met their needs. If after assessment has been completed and managers considered they were unable to meet the person’s needs safely, then they would decline the referral. Staff confirmed out of hours support was available when they needed this, “Yes, we can contact our line manager who can provide guidance out of hours, and I know the correct procedures and contact numbers to use in urgent situations”.

Staff understood their responsibilities to people received an equitable service and had received training in Equality, diversity and human rights.

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.

Everyone we spoke with, felt they were treated fairly and equally. Complaints or compliments from people, families, or other agencies, were monitored and used to identify any improvements to better meet people’s expectations. Staff explained, “When concerns have been raised, appropriate action has always been taken by the management team”. Policies were in place and in-line with best practice around equality and discrimination.

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.

People were fully involved in making decisions about how their care was to be provided and care plans included any specific and person-centred details for future care. We had positive feedback from a family who had recently experienced a bereavement and praised the staff for their care and support during this very difficult time. There were end-of-life policy and procedures and training which guided staff as necessary. Managers shared necessary information with external teams involved in a person’s wider support to help ensure continuity of care was maintained.