Care Navigation

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

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.”

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 received flexible service and staff communicated with other services to ensure people’s entire packages of care were joined up and co-ordinated. One person attended activities in different places, and staff managed these to ensure people’s needs and choices were prioritised. A small number of staff regularly supported the same individuals. This helped ensure people’s support was consistent.

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

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

People’s communication needs were described in detail in care records. One person did not communicate verbally, but records outlined the different communication methods they used and included clear descriptions of specific gestures, signs and tools and what these meant.

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. Where possible, 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 about the organisation. Feedback was positive and the registered manager was developing an action plan to review the comments which had been made.

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 communication 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 are 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 relatives had been involved in creating and reviewing care plans to ensure changes relating to individual’s needs were considered. For example, how staff should support a person when they had an epileptic seizure.

No one was receiving end of life care at the time of this inspection.