Easy Healthcare (Yorkshire) 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 – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this Easy Healthcare (Yorkshire) Limited. 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. People received care and support from staff, and these were based on care plans that were produced following an assessment of their needs. The provider used a digital system to store all care plans and records, which included information to reflect their preferences, interests and support needs. It was clear that people had been involved in the development of their care plan. Staff were given a list of tasks that needed to be completed on each call which were clearly set out in the way people wanted to receive their care. We reviewed care logs and found people were supported in the way they wanted. Care plans included information about people’s backgrounds, interests, social and cultural or religious needs. Comments from people and relatives indicated they felt the care they received was personalised for them. Staff received training around person centred care and knew people remained at the centre of their care and support.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible or supportive of choice and continuity. People and relatives told us staff worked well with people they supported and consulted them. They told us they received care and support from staff they were familiar with which helped with having consistency and continuity with their care.One relative said, “[Relative] gets 4 calls a day from 1 carer and the regular ones have really got to know her and what they need.” The provider ensured people’s care was coordinated and met their needs. One relative told us, “We [family] are happy that [relative] is being looked after safely.” Some people attended social groups and clubs. The provider understood the diverse health and care needs of people and their local communities, so care was flexible and supported choice and continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, we saw information provided to people inbraille and easy read formats. This enables people that may not understand written formats the ability to engage and communicate with staff and others giving them more control in choices they make. Staff knew people well and were able to support people to understand information and make choices. People and relatives were positive about the provider and the level of communication they received.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. One relative said, “I have been asked for feedback, but nothing needed to change.” Easy Healthcare (Yorkshire) Limited involved people in decisions about their care and told them what had changed as a result. A complaint procedure was available for people and relatives to use if they were not happy with Easy Healthcare (Yorkshire) Limited or had concerns. Complaints were received and investigated in line with the provider’s procedures.Everyone felt confident they would be listened to, and action would be taken to resolve any issues.

The provider made sure that people could access the care, support and treatment they needed when they needed it.The provider followed processes to make sure people continued to have fair and equal access to services. Care notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health conditions. Easy Healthcare (Yorkshire) Limited identified a trend in communication between staff and people and the need for further training on integration and interpersonal communication which was provided to staff. Staff also confirmed they had also received training in equality and diversity.

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 management team told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs were discussed prior to using the service.Staff knew how to respect people’s social and cultural histories and understood the importance of promoting equality, diversity, inclusion and people’s human rights.Many staff spoke about how they took into account people’s religious, cultural or diverse needs by speaking with them and referring to their care plan. Easy Healthcare (Yorkshire) Limited sourced training for staff to learn about other faiths, which included dietary practices so no one was discriminated and people could be cared for in a meaningful way.

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. An end-of-life care policy was in place. The registered manager told us people’s relatives and other important people were involved in any decisions about people’s future care and support.