Comprehensive Care 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 provider met people’s needs. This is the first assessment for this registered 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.

Care plans were detailed and person-centred. Care plans provided guidance for staff about how best to support people's needs and preferences. Staff completed daily care records for people, which showed staff were meeting people's individual needs as recorded in their care plans.

Staff knew people's preferences, likes and dislikes. They provided support in line with legislation, standards and guidance to achieve effective outcomes. Information within care records included preferences with daily routines.

We observed people being in control of their daily lives. For example, we saw people deciding where they went, what time they got up, how they spent their time, and what they chose to eat. Staff could clearly explain how they ensured individual support was flexible and respected who people were, what was important to them and what they enjoyed doing.

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.

People were allocated small teams of staff, whom they had built positive relationships with, and people told us they felt comfortable in staff’s presence. Relatives told us people received continuity in their staffing and care arrangements.

Staff worked closely with community health care providers and knew when to refer people for specialist care. They accessed support, advice and treatment for people from a range of appropriate health care professionals. Health professionals were regularly involved in people's care and regular multi-disciplinary team (MDT) meetings took place.

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

Each person’s specific communication needs were detailed in their care records. The plans explained what communication aids they used and what support they needed to be able to express themselves, read their correspondence, write, and how to best provide any information for them. Staff used pictorial boards, easy reads and specific communication passports to support people to communicate.

The service was aware of the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. Information and easy read formats were available to people who needed 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.

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care.

Complaints and concerns were responded to in line with the provider’s policy. There was an up to date complaint policy in place and the provider ensured the quality of care could be assessed, monitored and improved upon. Relatives told us about various complaints they had made which had been addressed. People told us, “If I had any [complaints] I would go to the staff member. I have not needed to make any complaints” and “I have no complaints about care, it is really good.”

Staff and managers were in regular face-to-face and telephone contact with people and their relatives and most of the relatives we spoke with told us communication was good. However, 1 relative we spoke with told us they would like increased contact from the service. We fed this back to the registered manager who assured us they would implement increased contact.

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

People received care and support in line with their assessed needs, and the provider ensured this was delivered equitably, regardless of a person’s background, language, or culture.

The provider had policies and procedures around equality and diversity. Staff told us they had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

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’s care plans were detailed and included information on what support people needed around their learning disability or autism, relationships, sexuality, physical and other specific needs. This enabled staff to support people effectively to live a life they chose to and to minimise any barriers and inequalities they could be at risk of by supporting them when needed and advocating on their behalf.

People were supported to access the services they needed. Staff and the provider told us about working with professionals and stakeholders to support and meet outcomes for people. There were processes in place to support people in expressing their views and gathering feedback.

The service was flexible and supported people outside of their care arrangements when needed. The provider operated an on-call system to ensure staff had access to management support during out of hours and any unplanned care could be facilitated.

Staff received equality and diversity training. This helped staff to understand and value difference.

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 did not routinely support end of life care, and no one was being supported with end of life care or in receipt of palliative care at the time of the inspection. An end of life policy was in place and end of life training could be facilitated and support could be provided working alongside community professionals, if needed. Care plans did not contain details of people's end of life wishes as they mostly supported young adults. However, the provider said they would explore end of life wishes for those people who wished to discuss and disclose them