The Care Advantage

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.

Relatives described how they actively participated in reviewing their care and support arrangements with the provider. A family member said, "We are consistently involved in discussions about my relative’s care.”

Staff shared that they understood people’s likes and dislikes. They reported that care plans were accessible, and easy to interpret, which enabled them to deliver good quality care.

Staff expressed confidence that the registered manager would respond promptly to any concerns about people’s needs or wellbeing. This transparent communication contributed to a supportive and positive workplace, making staff feel appreciated and valued in their positions. One staff told us, “Feel valued as a staff member the manager always thanks us for the support I give to people I support.”

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.

Relatives shared that people benefitted from positive interactions with staff members who provided their support. One relative said, “we tried several other agencies previously and had issues. When selecting [my person’s] carer we had discussions with the care agency to match the right carer with them, they know my [relative] support needs well and how to carryout the support as they like it.”

Staff recorded daily notes at the time care was provided, helping to maintain consistent care for individuals. This practice enabled staff to be aware of which tasks had already been carried out during earlier visits and to keep track of any updates or changes that needed to be addressed.

The assistant manager explained that measures were implemented to maintain consistent care by allocating staff members to people who received care and support. This strategy encouraged the development of positive relationships between staff and people in their care, thereby enhancing feelings of safety and overall wellbeing. By ensuring continuity in staffing, people felt more comfortable and understood, which was particularly important for those with complex needs. Staff were also able to build a deeper knowledge of each person's preferences, leading to more personalised and effective support.

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

The service ensured that people received information tailored to their specific communication requirements. The provider adhered to the Accessible Information Standard, meaning information could be made available in alternative formats such as, large print, or easy-read versions when necessary. People's communication needs and preferences were clearly documented in their care plans to support personalised care and understanding.

Staff informed us that organisational policies and procedures were accessible via a digital platform. They showed not only a clear grasp of the material but also the capability to efficiently find pertinent details within the system. A staff member said, “I have access to all policy’s, this includes, safeguarding, infection control and health and safety.”

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, “I know who to contact if I have concerns, and I feel comfortable raising anything.”

The provider informed us that they had reached out to people and to their relatives using the service and their families to request feedback regarding the performance of the service. This was achieved through telephone calls, emails, or during visits to the home. Additionally, the operations manager stated that they are currently distributing surveys to people, their relatives, and staff members.

The provider regularly reviewed feedback to identify recurring themes or areas for further development. This proactive approach not only ensured compliance with regulatory standards but also helped to build trust between the provider and those using the service. Staff members received training to effectively manage concerns, which contributed to a supportive environment for all involved.

The provider maintained a suitable system for handling complaints and compliments, thereby ensuring that people and their relatives were clearly informed about the process for submitting concerns or offering positive feedback. At the time of our assessment, we saw that there were open complaints regarding the service.

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

Feedback from relatives indicated that the service successfully provided the required support to meet their needs. The responses highlighted a positive experience with the support offered. Many remarked on the professionalism and compassion demonstrated by staff, noting that communication was clear and timely. One relative said, “I have no issues or concern on how staff commutate, staff are very professional”.

The provider demonstrated a good awareness of the ways in which discrimination and inequality may impact various groups’ access to their service. This understanding extended to recognising challenges arising from societal norms, organisational procedures, and individual behaviours. By acknowledging these barriers, the provider is better positioned to implement strategies that support fair and inclusive service delivery.

We saw that the provider had equality and diversity policies ensuring that everyone was treated fairly and with respect.

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.

Relatives told us staff were adept and skilled at supporting the individual needs of their family members considering their vulnerabilities, strengths, and preferences. Staff had been trained in topics that affected the group of people they supported and demonstrated they understood the challenges they faced. Staff had also received training in diversity, equality, and human rights. One relative told us, “The carer seems well trained and confident in what they do for my [relative], they understand their routines and prefers.”

Staff felt they were empowered to speak up if they witnessed inappropriate behaviour, ensuring that the care setting remained a safe and welcoming place for all. This proactive approach fostered a culture of openness and accountability, where concerns could be addressed promptly and respectfully.

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 our assessment, there were no people receiving end of life care. The provider had a policy in place to guide staff should such circumstances arise.

Staff completed training in end-of-life care, equipping them with the knowledge and understanding of what constituted good practice in this sensitive area.