Ealing Office

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 requires improvement. At this assessment the rating has changed to good.This meant people’s needs were met through good organisation and delivery.The service was previously in breach of a legal regulation in relation to person centred care. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

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. All the care plans we reviewed showed people’s likes and preferences were recorded. Care notes also reflected that person centred care was being delivered in line with the care plans.

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 shared several examples of how people’s care needs had changed and how this was managed by the care team. For example, following a hospital admission the agency needed to make several changes to a person’s care package. The service quickly identified these additional needs and contacted the hospital discharge team as well as the local authority to ensure their needs could be met once they returned home. Evidence showed this was well managed and resulted in the person’s care needs being met without any delays or unnecessary disruption.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider shared with us several examples of documents and posters promoting accessible information. We reviewed examples of easy read handbooks for people and information in other languages. This meant people be assured that their care would be tailored to their individual needs.

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 encouraged feedback from people, relatives and staff. A range of ways to obtain feedback was available, for example, the provider carried out an annual survey. This resulted in the provider making changes to the service. The provider also hosted both in person and online meetings aimed at families. These meetings gave families the opportunity to raise any concerns and give them updates on service improvements.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider shared some examples of people having access to care and support when needed. For example, when considering starting a care package the provider ensured they had the staff resources available before making a commitment to offer the support. For example, the provider guaranteed male care staff for 1 person who requested this in line with their preferences. All the care plans we reviewed showed that people had access to a range of healthcare professionals when needed.

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. Evidence we reviewed showed people had good outcomes. People’s needs were assessed and any barriers to care were identified and addressed. This meant people could be assured they would experience good quality care.

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 had care plans in place which included advanced decision making, end of life care and plans for life events for the future. Evidence reviewed showed people had been able to discuss their needs and wishes if their life changed in a significant way. We also saw end of life care planning had been completed sensitively and compassionately considering people’s wishes.