Pathways Health 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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. Staff and relatives told us people did not always receive their care responsively. Staff gave examples of not being able to meet people’s personal care wishes in a timely way such as showering and bathing. A relative described an extensive period of time where their loved one had not been supported with a specific aspect of personal grooming due to there not being a staff member of the person’s preferred gender available to support them. Despite this, relatives we spoke with stated the care their loved one received was always safe and were assured their relative was not at risk of harm or neglect.

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. Staff had a good understanding of people’s health care needs and who was involved in people’s health care. Staff worked with other stakeholders such as local authority, the Court of Protection and health professionals for joined up working.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans detailed people's preferred communication methods and any barriers they faced. Staff supported with providing information and decision making where appropriate in people’s chosen way. For example, some care plans contained easy read versions of information to support people to be involved in their care. This developed people’s understanding of their care and supported and encouraged people with decision making.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Where complaints had been raised, we saw the registered manager had responded to people and where needed, lessons learned had been shared with staff to prevent issues reoccurring. People, relatives and staff were regularly asked for feedback. We saw evidence of annual questionnaires being used and improvements plans had been developed based on the questionnaire findings. For example, the registered manager had increased the frequency of team meetings based on feedback. Daily staff meetings and regular supervisions were held, where staff were encouraged to give feedback, raise concerns and share ideas.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider went above and beyond to help people access services needed for them to achieve their goals as described within the caring section of this report. Staff completed training in equality and diversity, to ensure staff understand and reduce inequalities or prejudices people may experience.

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. Staff supported people to live their lives in their own way respecting people’s lifestyle choices and religious beliefs. People had been encouraged and supported to personalise their bedroom ensuring they had an area of the home central to them which represented their likes and hobbies, as this was important to them and made them feel safe.

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 was in receipt of end-of-life care, however care plans contained clear details of what people wanted to happen in the event of an emergency.