City Care Providers Ltd

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 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. Care was person centred and the provider was responsive to people's needs and adapted the provision of care and support to suit each person’s individual needs and requests. A relative told us, "[Member of staff] is amazing and their attention to detail is fantastic. They are always aware of both my family members. I have no concerns about safety. [Family member 1] can be moody whereas [family member 2] is placid. [Member of staff] is very gentle. [Family member 1] has bonded with [member of staff] who is very caring and observant.”

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 provider had good links with community healthcare professionals which ensured people's care and support was joined up. For example, good links with the people’s GP practices and community pharmacy teams enabled effective reviews of the effectiveness of medications and people’s compliance with their prescribed medicines.

The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. The provider had a complaints policy and process in place which was given to people alongside an information handbook about the care and support services provided. People’s care plans contained information about how they preferred to both communicate and be communicated with. People's personal communication preferences were supported and respected. For example, a person did not want to talk to members of staff so they wrote down their needs and wishes on a white board. This was fully understood and supported by members of staff and the registered manager.

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. The provider used a range of different approaches to communicate and engage with people. This included the use of surveys, text message conversations and quality assurance visits and conversations with people in their homes. One person told us, “The [registered] manager is a good manager. They are easy to get in touch with and they visit regularly to check [on the quality of care]. They are on the ball.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People were supported to access community services and activities. A member of staff told us, "[We support people] when they go for GPs appointments, shopping, church services and hair-dressing services.”

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. We saw evidence people and their families were involved in discussions about their care and support. People's wishes about any changes to care were respected. A member of staff told us, "The provider gives us training and they do supervision meetings. The implementation of these helps us to provide the same quality care [to everyone]. [The provider] also encourages a person-centred approach to care and reading of care plans so [members of staff] can familiarise themselves with the people they support."

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 had end of life care plans in place which included Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. ReSPECT forms contain personalised recommendations for a person's clinical care in emergency situations where they may be unable to make or express their wishes. Members of staff accessed training to support good end of life care.