UniqCare Islington

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 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.

There were systems and processes to support people to have the information that they needed to make informed decisions. People were encouraged to be involved as much as they could be in sharing their views and sharing their preferences about their care. A person using the service told us "Yes by helping me with the activities I like, getting to know my interests and dislikes.”

Care staff supported people to express their views using their preferred method of communication. This was recorded in people’s care records.
 

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.

Care staff liaised with other professionals to ensure that people's personal needs were identified and were then met. As an example, if a person required support to manage behaviours in situations that they found stressful, care staff were provided with guidance to manage these situations.

People's care plans included information about other health and social care professionals involved with their support.
 

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

There was a clear information guide for people using the service explaining the care and services that the provider offered to people.

We viewed examples of communication that the provider had with people and their families, health and social care partners as well as from staff feedback. This demonstrated that the provider shared information, confidentially, with only those who had a right to know. They had also provided CQC with information securely when requested to do so, for example as a part of this assessment.

General Data Protection Regulations (GDPR) were understood and adhered to by the provider.

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.

A relative told us, “When [if] raising a concern, my concern is given consideration and I am happy.”

Feedback was sought through surveys of people using the service and / or relatives. The latest surveys showed a good deal of satisfaction with the service by people who use it and care staff.

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

The provider understood the need to act where barriers were identified to enhance people’s experience and access to the care they required.

The care staff provided were, as far as possible, of the same cultural heritage and therefore were familiar with the cultural, linguistic and religious expectations of the people they were supporting.

The provider was not aware of any issues of concern about there being current barriers for people accessing and receiving the care that they needed. No concerns about barriers to care were raised in the feedback that CQC received.

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 and procedures outlining the positive action they take to acknowledge and support equality and diversity. This was in line with not only commonly accepted good practice but also current legislation.

Staff told us, “Yes, our team is diverse and so are the clients we support” and “Yes we receive training on equality, diversity and how to respect and involve people that you care for.”

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.

Lifestyle and any aims and objectives that people had were included as a part of the care planning initial compilation and during reviews.

A relative who contacted us did not comment on planning for the future, but it was evident in care plans that this was a part of the core thinking of the service and as an example future plans, changes to people’s routine was commented upon when applicable.