Warrens247 Healthcare 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 requires improvement. This meant people’s needs were not always met.

This service scored 61 (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 and relatives were happy with the care and support they received and told us they would recommend the service. A person said, “Staff are excellent and will do what they can for you.” Care plans contained details about what was important to people, such as keeping in touch with family.

The provider made sure people were at the centre of their care and treatment choices People and relatives were happy with the care and support they received and told us they would recommend the service. A person said, “Staff are excellent and will do what they can for you.” Care plans contained details about what was important to people, such as keeping in touch with family.

The provider did not always supply appropriate, accurate and up-to-date information in formats tailored to individual needs. Improvements were required to ensure care records contained enough information about how people communicated. There was a lack of guidance for staff about people's specific communication needs. People and relatives had access to their care plans and records online, and people told us they were involved in their care planning.

The provider made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. Feedback surveys were conducted for people, relatives and staff. Results were collated and actioned to ensure improvements were made. People, relatives and staff felt listened to. People were also offered the opportunity to feedback about their care through spot checks and people told us they could contact the office if they had any concerns. A relative said, “Staff are kind and caring, when I open the door, they greet me, and we have a little chat about how [name’s] been doing. If I had any complaints I would talk to the manager, the person in charge, but have never had to.”

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it. We could not be assured everyone had access to the care, support and treatment they needed when they needed it. We found concerns related to how the provider managed and reported accidents and incidents.

Staff and leaders actively listened to information about people who are most likely to experience inequality. Complaints were managed effectively. Where complaints were received, these were recorded, investigated and resolved. Records evidenced relatives were kept informed of any changes to people's needs and any incidents. A person told us, “I have no complaints about the company.”

People were not always supported to plan for important life changes so they could have enough time to make informed decisions about their future. There was a lack of information in place relating to people's future wishes, such as what was important for them at the end of their life, or future goals and aspirations. People had future decisions about whether resuscitation should be attempted included in people's care records.