Call on Me 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 newly 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.

People we spoke to told us they were involved in creating their care plans. This included regular care plan reviews conducted with the person who gave written feedback after the review and family members being appropriately involved. People we spoke to confirmed the care provided was specific to their needs.

Leaders were able to demonstrate effective working with external partners to ensure the care provided to people was responsive to any changes in needs. For example, one person was supported by staff to attend regular medical appointments which identified any changes in their needs and staff were able to implement any changes to their care if necessary.

Processes were in place to make appropriate referrals to medical and social care professionals where needed including nutritionists, social workers, physiotherapists and occupational therapists. This process included supporting the person and to make choices around treatment options, which was confirmed by professionals we spoke to. After this, any changes to people’s needs were communicated to staff verbally, via the staff email and with the support plan being updated which staff had access to.

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 told us they were supported to be involved in their local communities and they were happy with the care provided. Information was kept within people’s homes to allow joined up care with visiting health professionals or emergency services.

Leaders were able to describe individuals’ complex health needs and how they were being met with joined up care including external partners and families where appropriate. For example, one person being supported had restrictions on shops they could use in the local community, staff had provided support and care to ensure the person continued to have access to other shops and felt confident going shopping. One leader told us, “It’s about trying to get people what they need, when they need it.”

Feedback received from partners was positive about the provider’s ability to support people with complex health conditions and the systems in place supported joined up care for people which led to better outcomes. For example, one professional said, “Communication with the resident’s team, hospital and other services, has been timely and appropriate.” Another told us, “I have joint worked many cases with Call on Me and have only ever found them to be a very professional, caring and an active responsive service to all situations that are presented to them.”

Processes were in place to ensure joined up care provision was provided to people. This included robust risk assessments, person centred support plans which were regularly updated, and people were given the opportunity to provide feedback on the care they received. In addition, systems were in place for referrals to be made to relevant external professionals when necessary and records were updated following any appointments.

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

People’s communication needs were assessed during the assessment process, with information recorded about how staff could communicate with them. This included information on any equipment used to improve communication, glasses and hearing aids for example.

Leaders told us people and their families were provided with written information about the service and how to complain should the need arise, which would be provided in different formats if required.

Policies were in place for Accessible Information Standards (AIS) and a communication policy which staff confirmed they had access to. In addition, processes were in place to ensure the person was involved in what information to share and who with.

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 confirmed they knew how to raise concerns and give feedback about their care or the service. They were comfortable speaking with staff and leaders, and they knew who leaders were.

Staff were able to describe how they would support people to raise a complaint which included escalating concerns appropriately to leaders. Leaders were also able to demonstrate actions taken in response to complaints made, for example one person had made a complaint about their staff team, this resulted in them being involved in future recruitment and included the person in the process.

Processes were in place to identify concerns and conduct investigations when complaints were raised. Also, where appropriate the outcomes of investigations were communicated to staff and the person which people, staff and professionals confirmed.

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

People told us they had access to specialist healthcare appointments when needed and people confirmed they were supported to maintain healthy relationships with their families. This meant people had access to care and were supported through the process where appropriate.

Leaders demonstrated they understood how and when to access specialist health or social care support and we saw referrals to specialist services such as sexual health support services, district nurses and nutritionists in response to changes in people’s needs. This was confirmed by external professionals, one of whom told us, “[Service] provided support to access benefit agencies, shops and GP appointments.” In addition, leaders had implemented an on call system which ensured a member of the management team was always available for staff to contact if additional support was required.

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 were supported to have equity in experiences and outcomes. People’s care plans contained information relating to their beliefs, protected characteristics and preferences.

Leaders and staff had completed training in equality and diversity, demonstrated this had been understood and were able to describe how people’s care and treatment would be adapted to meet people’s protected characteristics. Examples given included supporting people with their mental health and disability. Processes were in place including an allocated keyworker, to provide opportunities for staff to listen and for people to disclose inequalities so their care and treatment could be effectively assessed. This was confirmed by external professionals we spoke with.

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.

Call on Me could provide end of life care where this became appropriate. There were no service users receiving end of life care at the time of inspection, however leaders demonstrated a good understanding of the processes in place including which professionals to seek support from and when, how people and their families would be involved in the process, documentation and specialist staff support. Effective policies were also in place which staff had access to along with management support and people were asked about end of life plans at a time appropriate for them.