Treasuring Care

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 worked in partnership with them and those important to them when responding to changes in their needs. The registered manager described how changes in people’s needs were identified through observation, listening, regular care plan reviews and ongoing communication with people and their families. Care plans were reviewed and updated to ensure changes were understood and responded to promptly. The provider also explained how people were involved in decisions about their care to ensure support continued to reflect their routines, preferences and wishes.

People’s individual preferences, beliefs and backgrounds were considered when planning care. For example, care was arranged around a person’s religious beliefs and daily routines, helping them maintain independence and continue activities that were important to them.

The provider understood the importance of continuity of care and had systems in place to support people when moving between services. Policies and documentation were available to support hospital discharges and other transitions. The registered manager explained they worked closely with people, family members and healthcare professionals to ensure changes and transitions were managed safely and with minimal disruption. Care plans were regularly reviewed, and information was shared appropriately to support joined-up care.

The provider described the importance of working alongside health and social care professionals to help ensure continuity and consistency of care. Although the service was supporting only 1 person at the time of the assessment and there had been limited opportunities to demonstrate transitions in practice, clear processes were in place to support continuity of care as the service developed.

The provider gave people access to appropriate information and recognised the importance of providing it in ways that met individual needs. Systems were in place to identify how people preferred to receive information, including whether they required alternative formats. The provider told us information could be made available in formats such as large print or easy-read documentation where needed.

At the time of the assessment, the person using the service did not require information in an alternative format. However, the provider demonstrated awareness of the Accessible Information Standard and explained they would use this to ensure future people using the service could access information and be involved in decisions about their care.

The provider had systems in place to enable people and their relatives to share feedback, raise concerns and contribute to the development of the service. Information about the complaints and comments procedures was available, and people were made aware of how to raise concerns if required. The provider also offered feedback forms and opportunities for verbal feedback. People could access advocacy services where additional support was needed.

The registered manager described maintaining regular contact with people and their families to discuss care and ensure needs continued to be met. Feedback was used to help improve the service and support positive outcomes. Clear feedback forms were in place, and positive feedback had already been received about the service. A relative said, “I can speak to [registered manager] on the phone any time I need.”

The provider worked to ensure people could access care, support and information according to their individual needs. Policies and procedures promoted equality, diversity and inclusion, and the provider demonstrated an understanding of the need to remove barriers to accessing care. Systems were in place to identify communication needs and provide information in different formats where required.

The provider recognised that not everyone communicates in the same way and explained the importance of offering different routes for people to provide feedback or seek support, including face-to-face discussions and telephone contact.

At the time of our assessment, there was limited evidence from a wider range of people. However, the provider had appropriate systems and values in place to support equitable access as the service developed.

The provider promoted equality and sought to ensure people experienced care that reflected their individual needs, backgrounds and preferences. An equality and diversity policy was in place which outlined the organisation’s commitment to fair and inclusive practice. The registered manager demonstrated awareness of the Equality Act 2010 and described how care plans would be tailored to reflect people’s personal histories, cultures, preferences, communication needs and disabilities.

The provider recognised the importance of involving people, relatives and professionals in planning care and described how barriers to participation would be reduced. They also understood the need to support people who may lack capacity and referred to using appropriate legal frameworks to ensure decisions were made in people’s best interests.

The service promoted accessible communication, encouraged feedback and emphasised the importance of staff training to help prevent discrimination and support equitable outcomes for people using the service.

The provider supported people to plan ahead and had systems available to help them make informed decisions about future care needs. Although nobody using the service was receiving end-of-life care at the time of the assessment, appropriate documentation was available to support future planning if required.

The provider had developed a template covering key areas associated with future and end-of-life care planning. This included arrangements for family involvement, emotional wellbeing, communication preferences and pain management. These arrangements would support discussions about future wishes and help ensure care reflected people’s preferences during significant life changes.