International Care 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 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 received person-centred care. Their care plans were person-centred, drawn up with the involvement of the person so they covered their individual needs. The registered manager told us, “The person is involved in the care plan, it is all about them.”

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. The provider worked with people and their relatives to provide consistent and person-centred care. People’s needs were understood by staff. People were supported to access healthcare services.

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

The registered manager told us at the time of inspection, all people who used the service understood spoken and written English. This meant there was no need for them to provide people with information in alternative formats. However, the registered manager said this could be done in future if people required it.

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.

There were systems in place to enable people to be involved in their care and share feedback about the service. To begin with, they were involved in devising and developing their own care plans and in subsequent reviews of their care. There was a complaints procedure in place which enabled people to raise concerns they might have had. In addition, the registered manager regularly met with people to gain their feedback about the service.

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

People had access to the care and support they needed. The provider provided support to people in areas such as personal care and meal preparation. This was done in line with people’s assessed needs. The times that people received support were agreed between the person and the provider, so they got support at a time they needed it. People were positive about their support. One person told us, “I am very thankful for all the carers honest and kind care.” Another person said, “The competence of the carers is outstanding.”

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 access the community. For example, the provider helped ensure they could access community facilities such as places of worship and local shops. People’s needs around equality and diversity were covered in care plans.

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 our inspection the service was not providing support to anyone who required end of life care, although the registered manager told us this could be provided in the future in required. The provider had an end of life policy to help guide staff practice in this area.