Aspire Care Services - East London

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 as 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.

Personalised care plans were in place that included people’s support needs and how they liked to be supported. Care plans included people’s backgrounds and detailed information on support required such as with personal care, continence and when out in the community.

Staff told us they knew how people liked to be supported and gave us examples of people’s preferences. Staff told us that care plans were helpful, and how it helped them in their roles. A staff member told us, “We always read the care plans; it is very helpful and accurate and helps us look after people.”

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.

Peoples’ care records were detailed and person-centred, meaning staff had access to good records to help them understand and meet people’s individual needs. People experienced co-ordinated care. Staff worked well with external professionals ensuring care remained responsive to peoples’ changing needs. Staff were proactive when peoples’ needs changed and made timely referrals to professionals. This meant peoples’ needs were met effectively and promptly. External partners told us the team communicated well and followed professional advice.

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

The principles of Accessible Information Standards were being met ensuring people received information in accessible formats. Communication plans included information on how to communicate effectively with people and people’s preferred communication style. Staff told us that they had access to communication materials when required to communicate with people effectively and communication plans supported them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and their relatives were able to share feedback about their care through reviews and surveys.

Quality monitoring systems were in place to obtain feedback from people such as through spot checks and telephone monitoring.

There were systems to manage concerns and complaints. A complaint policy detailed the process of managing complaints. No complaints had been received. Staff were able to tell us the process to manage complaints and concerns, which was escalated to management for review.

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

Support and care were available when people needed it. The management team reviewed care regularly to ensure people had access to care and support they needed. The management team were also on call if people needed emergency support. Policies and procedures ensured people’s human rights were respected and people lived free from discrimination.

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 and their relatives said they were treated fairly and their rights were respected. Staff had access to multiple channels to raise concerns about any discriminatory treatment. Training, guidance, and spot checks helped ensure staff were regularly reminded of their responsibilities. Policies and procedures guided working practices within the service, supported by training and ongoing monitoring.

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.

At the time of inspection no one was receiving end of life care. Staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end-of-life care needs they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.

Systems were in place to discuss end-of-life care and planning for the future, to ensure people’s needs and wishes were identified, should this be required.