Reliable Community Care Services 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 service met people’s needs. This was the first assessment for this 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.

Peoples care records reflected their individual preferences, life histories and wishes. People and their relatives were involved in reviews of their care and contributed their views and wishes. A person using the service told us the care and support they received was personalised and reflective of their needs. They said, “I have regular carers who know me well. If something was to change for me, I would tell my daughter, and we would talk to the carers about it. I know them, they would make sure my needs are met.”

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 registered manager told us they worked closely with families, GP’s, district nurses, hospital teams and community professionals to ensure good continuity of care for people.

People’s communication methods were recorded in their care records. The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We saw people had service user guides in their homes. The service user guide included information about the service such as the management structure, staffing arrangements, how to call the service and how to raise a complaint. The registered manager told us that most people using the service could understand the information they provided. They told us staff supported some people by reading their letters for them. If people required information large print, a different language or in Braille this would be made available to them.

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 effective systems to ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. The provider had a complaints procedure. The complaints procedure was available in formats that people could understand. Records showed complaints were investigated and responded to, and people were informed of the outcome. The registered manager told us they regularly spoke with people on the telephone to ask them about their care, they also spoke with people during unannounced spot checks carried out to make sure staff were providing safe and appropriate care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us staff supported them to access and receive care that met their individual needs and preferences. Staff worked with health and social care professionals to make sure people’s needs were met.

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. Peoples care records included their health conditions and the support they were receiving from health care professionals. A person using the service told us they saw their GP and district nurse when they needed them.

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 registered manager told us that no one currently using the service required support with end-of-life care and support. However, when required, they had worked closely with people, their relatives, GPs and palliative care professionals to ensure people’s needs and choices were met and respected.