Agathah 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 questionrequires improvement.At thisassessmentthe rating hasremainedrequires improvement.This meant people’s needs were not always met.

This service scored 61 (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 they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.Since our last assessment, the registered manager hadtaken action to improvecare plans, and they know included people’s preferences and choices. However, further work wasrequiredto ensure care planning documentation included all relevant information about people’s needs and how best to support them.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity.There weresomemissed opportunities where staff could have worked better with other professionals to support people to receive a seamless service. For example, 1 person’s health condition required clinical oversight, but no informationregardingthis was recorded in their care planning documents.

The provider suppliedappropriate,accurateand up-to-date information in formats that were tailored to individual needs. People had access to information about the provider and their support package. The provider had General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) policies in place to evidence people had the right to be informed, access their information and the right to object. The policies ensured people’s information was stored and provided in line with current standards.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care,treatmentand support. Staff did not always involve people in decisions about their care or tell them what had changed as a result. The provider had a complaints procedure in place which detailed what the provider would do if people raised concerns with them. The provider had not received any concerns, however, the registered manager could not evidence people and their relatives had been given sufficient opportunity to feedback about their experience of the service provided.

The provider made sure that people could access the care,supportand treatment they needed when they needed it. The registered manager told us they ensured equality in all care situations to reduce barriers to care, such as language, culturalneedsand mobility. For example, procedures were in place to access interpreters for people whose first language was not English. All carers were provided with emergency contact numbers and clear guidance for out-of-hours situations.

Staff and leaders listened to information about people who are most likely to experience inequality in experience or outcomes. However, the provider could not alwaysevidencehow people’s care and support had been tailored to ensure this. Care plans did not alwaysevidencehow the service had considered people’s protected characteristics and made reasonable adjustments as a result. Staff had not received training to help them understand the equality or diversity of the people they provided support to.For example,care planswerevery generic andrecorded things such as, ‘[Person’s name]requires practical support with most oftheiractivities of daily living.’ However, the care plan did notidentifywhat support theyrequired.

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 an end-of-life policy in place to ensure people were supported sensitively and in line with their choices.