Aegys Smart Care

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• 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 provider had made improvements and was no longer in breach of regulation relating to person-centred care. The rating has changed to 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.

People’s care and support was planned and delivered in a person-centred way. The provider had improved this since our last assessment by ensuring people’s care plans contained detailed information about each individual, including their preferences and choices.

A person’s relative told us, “They [staff] stay over their time because [family member] is always asking them questions about their life, and they will read a scripture from the bible to [family member] because that is what [he/she] likes.” They also said, “[Family member] likes soft eggs, so, they [staff] will make them poached or fried eggs”.

People’s care was joined-up, flexible and supported choice and continuity.

A person told us, “No carers come who I don’t know” and “I don’t want female carers, so, I have always had male carers.”

A person’s relative said, “We have the same carers every day. We have got to know them all. If there is someone new coming, they will let us know, and they come with one of our regular carers.”

People were given appropriate, accurate and up-to-date information in formats that were tailored to their individual needs, including large text, for example.

A person told us, “I have a list, so I know who is coming.” A person’s relative said, “They send me a rota to let me know who is coming.”

People, their families and staff were able to share feedback and ideas and raise concerns. Staff involved people in decisions about their care and told them what had changed as a result.

A person’s relative told us, “They [managers] come round regularly to review things” and “We have done some [feedback surveys] in the past and I have sent one back recently.”

People could access the care and support they needed when they needed it.

There was an out of hours on-call system in place and people and their families were given the contact numbers for the on-call service and emergency services. This meant people and their families could access support at any time.

Some people and their relatives shared updates and requests with staff via individual social media groups.

Staff and managers 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.

Staff had completed equality, diversity and human rights training. People’s care plans were detailed and person-centred, and all people had good outcomes.

People and their relatives 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.

A person’s relative told us, “They [managers] have spoken to me [about end-of-life arrangements], just like the hospital has, but that is something I don’t want to talk about just yet. I know we should, and it is something we will talk about.”