Care Navigation

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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.

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

A professional noted, “In my experience, the staff at Care Navigation are consistently polite, professional, and person-centred in their approach. They treat people with dignity and respect, and it’s clear that they prioritise individuals’ needs and preferences in the care they provide.”

People’s relatives told us they felt their family members were at the centre of their care and a staff member said, “The company really puts the clients first. Everything is about their needs and wants.” Relatives were involved in meetings and reviews to ensure support was tailored to their family member’s needs. One relative told us they had met with managers several times when a new package of care was being established. This helped make sure the support provided fully met the person’s physical, psychological, emotional and social needs.

Where possible, people were involved in planning, reviewing and making decisions about the support they received. This was flexible when people’s needs or circumstances changed.

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’s relatives told us the service they received was flexible, and staff communicated with other services to ensure people’s entire packages of care were joined up and co-ordinated. Professionals told us the service worked well with them to meet people’s needs. Because a large number of people lived in similar areas, the provider knew the local communities well.

Staff received training which related to people’s needs, such as living with dementia and supporting people with learning disabilities. This enabled them to deliver appropriate care and support.

Staff said they had a good understanding of people’s needs and they often supported the same individuals. This helped ensure people’s support was consistent.

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

The new management team were reviewing records and information to ensure these were always accurate and up to date.

People’s communication needs were described in care records. This helped staff understand the best approach to use with people and be aware of any communication aids which were used.

The provider used an electronic system to ensure the information they held and shared about people met data protection legislation requirements.

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, staff and professionals had recently completed surveys. Feedback was positive and the registered manager was developing an action plan to review the comments which had been made.

Staff involved people or their relatives in decisions about their support where possible. Relatives told us they felt involved and would be happy to speak with the management team or staff if they had concerns or feedback. They were confident that any concerns would be listened to, investigated and responded to by managers. One relative described how a manager had been supportive when the care provided was not fully meeting their family member’s needs. Changes were agreed, and when an action could not be made immediately, there was a clear plan to achieve this. Actions or learning were shared with the team.

A complaints and compliments policy was in place, and we saw several examples of compliments which had been shared with the team.

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

The management team and staff were aware that people could be disadvantaged when accessing treatment and care. They aimed to ensure people could access the services they needed without barriers or delay.

Care records contained information about people’s needs including details such as mobility, sensory or cultural needs. These were clearly described, and people were supported by staff who knew them well. This helped staff to effectively support people with their individual needs and make reasonable adjustments where necessary.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers or delays and protected people’s rights. Staff received training in equality, diversity and human rights, as well as specific subjects such as mental health awareness and living with dementia. This helped improve staff awareness of the needs of people with different protected characteristics and understand how best to support them.
 

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.

People’s care records were being reviewed and staff told us more information about future care preferences would be added.

Staff were told when people may be approaching the end of their life. What mattered to people was reflected in care plans and the support that was provided. Staff worked with other professionals to ensure people were supported to have a comfortable and dignified death wherever possible.

Relatives had sent cards and messages of thanks to the staff team when a person had been supported at the end of their life. One card read, “[Staff name] looked after [Name] with care and consideration. We couldn’t have asked for more.”