Greatful 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 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.

People’s care plans were written using a meaningful and person-centred approach. They contained information about people’s life history, day to day needs, cultural and religious needs. The staff had a good awareness of how to promote person centred care to people. A staff member told us, “I provide person-centred care by focusing on each individual’s needs, choices and preferences. I adapt my approach to their routines, likes, dislikes and goals to make sure the care is tailored specifically to them.”

People and relatives felt the service was personalised for them and they were involved in the care planning process. A relative told us, “We asked at the initial discussion and expressed my loved one would only have female carers as that is our culture. The service has respected this and our faith. The one thing that is very important to my loved one is to recite the Koran daily. The carers prompt this and they sit together and join which means so much to us all”.

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.

The staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Records showed people’s care provision was kept to regular staff where possible for continuity. We spoke to people and relatives about the care people received. A relative told us, “The carers have got to know my loved one well and they have a good rapport, my loved one used to require a lot of support and reassurance from myself. This has changed since receiving support from regular consistent staff.”

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

People were provided information in a format which supported their needs. The registered manager told us information could be provided in larger format if needed. Information such as people’s care plans was read to them. Each person had a copy of their care plan, which was kept at their own home.

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.

People and their relatives were aware of how to make a complaint or share information about their care. A relative told us, “If I had any concerns I would contact the office, the carers are very understanding and aware of my loved one’s needs.” Regular reviews were held with people to discuss their care and support needs. Each person was given a copy of a service user guide, when starting with the service. This contained information about how to make a complaint. The service had a system and procedures in place to help manage complaints. This included information about timeframes and how they would be investigated.

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

Staff ensured people could access the support they needed when required. The registered manager told us, they aimed to be flexible, offering adjustments such as altering call times, adding extra visits, or cancelling calls at short notice when people requested this.

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 staff demonstrated a commitment to reducing inequality by adapting care practices and ensuring people’s voices were heard and acted upon. The staff received training in equality and diversity awareness. This was supported by the provider’s policies and procedures. The registered manager monitored and evaluated the outcomes for people receiving care.

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 end of life care wishes was known and were recorded within people’s care records. This included people’s advanced wishes. The service had not looked after anybody who needed end of life care. The registered manager told us this is something they were able to provide. They provided end of life care training to the staff.