Posa Care Solutions Limited

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 64 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

The details of people’s care plans and information about their personal needs, likes/dislikes and their wishes and preferences were varied. For example, staff did not always have access to detailed information about people’s preferences on how they wished to be supported with their personal care, oral health and grooming and their preferred routines. Information on people’s individual risks and how they impacted on the person’s safety and personalised care were not always clear in people’s care records.

Staff records of their delivery of care to people varied in quality and completeness. Whilst people raised no concerns about the care provided to them, there was not a consistent and personalised approach in how staff recorded the care they provided. This was discussed with the registered manager, who had recognised further work was needed to develop the quality and detail of people’s care records and staff record keeping. They explained the service manager had been employed to assist them in developing and maintaining comprehensive care plans. Plans were in place to upskill staff in succinct and accurate record keeping.

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 felt they received continuity in their care. The provider communicated with people, their relatives and other care agencies when there was shared care and responsibilities. This ensured people received care which was consistent and coordinated and had no negative impact on people.

People who received visits daily told us the care calls were regular, consistent and in accordance with their preferences. Relatives told us communication around care visits which were provided on a ‘as when needed’ basis was generally good. They were contacted by the registered manager to gain an update of people’s current support requirements before people’s packages of care started.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about people’s communication needs were known by staff but were not always comprehensively recorded. This meant information shared with people may not have been tailored to their needs to enable them to fully understand the service being provided to them and any communication from the provider.

The providers data protection policy and officer ensured people’s personal information collected and held by the provider was stored in line with the required data protection legislation.

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 registered manager valued people's feedback and addressed people's concerns. Information about how to complain was readily available in the service user guide. Complaints were reviewed and responded to appropriately and acted upon to improve the quality of care. People and their relatives felt any concerns raised with the provider were resolved effectively and in a timely manner.

The provider made sure that people could access the care, support and treatment they needed when they needed it. However, the outcomes of referrals to professionals were not always clear.

Relatives told us the registered manager had jointly worked with them to make referrals to health and social care services as needed and in a timely manner. However, people’s care records did always explicitly detail the referrals which had been made and the outcome of the professional’s assessments. Therefore, it was difficult to assess the timeline of professional involvement and the outcome of the referrals.

At the time of our assessment, people using the service had self-referred and were privately funded. Therefore, the provider was more involved in assisting and sign posting people to access relevant health and social care services as needed.

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.

The provider had policies in place to promote and guide equitable practices such as equality and diversity.

People were listened to by the registered manager and the support provided was tailored to their wishes and preferences. The registered manager provided examples of adjustments that had been made to ensure staff were able continue with their religious observances’ whist supporting people. They told us through adjustments and respectful conversations with people and staff; they had successfully supported an intercultural relationship which had formed a positive and trusting relationship.

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 the assessment, no one required end of life care. However, we were informed staff had prior experience in providing support to people in the final stages of life and had received end of life training.

We discussed with the registered manager their processes to review people’s care and support to ensure care was delivered and recorded in line with the person’s wishes and professional recommendations.