Claydon Care Services - Main Office

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 as good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 71 (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 plans were individualised and included goals, risks, equipment and routines specific to each person. Records showed that plans were updated promptly when needs changed and included strategies for meaningful activities and daily routines. The provider’s policy framework promoted collaborative care planning and ensured advocacy and accessible information were available where needed to support informed decisions.

Relatives told us staff were responsive and adapted care to reflect individual preferences, including changes to routines and activities. Staff described person-centred approaches confidently and gave examples of tailoring care to meet people’s needs.
 

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.

Care was delivered by a small, consistent team, and schedules were planned to maintain familiar carers for people wherever possible. Records showed collaborative working with families and external partners, including local authorities and health professionals, to ensure safe and coordinated care. The provider’s audits identified occasional gaps in visit note detail, and action plans were in place to strengthen record-keeping.

Relatives praised continuity and told inspectors that the same carers had supported their family members over long periods, which helped build trust and consistency. Staff confirmed they worked closely with families and professionals to adapt care when needs changed.
 

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

Assessment documents and care plans were shared with people and their families for agreement before implementation, and records showed updates were communicated promptly when changes occurred. The provider’s policy required information to be accessible and tailored, including options for large print and easy-read formats where needed.

Relatives told inspectors they received clear and timely updates about changes or concerns and felt well informed about care decisions. Managers confirmed that plans were only finalised once people and families had reviewed and agreed them. We reviewed care records and saw evidence of signed agreements and documented discussions to confirm understanding.
 

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.

Records showed care plans captured individual preferences and included guidance for staff to communicate clearly and check understanding. The provider had systems to log feedback and complaints and to record actions taken. Staff described how they adapted visits and escalated concerns promptly to maintain safety and meet people’s wishes.

Relatives told us they felt listened to and involved in decisions, and that activity choices were discussed and tailored to individual preferences. Staff confirmed they documented changes and informed families and the office to ensure continuity.
 

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

Care was delivered flexibly to meet individual needs, with staff adjusting visit times for health appointments and providing additional support when required. The provider monitored call timeliness through its electronic system and maintained out-of-hours arrangements to ensure continuity of care. Records showed prompt action when scheduling changes were needed to avoid missed visits.

Relatives confirmed that carers adapted timings and provided extra support when circumstances changed. Staff described clear processes for escalating delays and ensuring people received care without disruption.
 

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Care plans included strategies to adapt support for individual needs, and staff were trained to recognise risks and act promptly. The provider monitored outcomes through reviews and audits and had processes to identify trends and implement targeted actions if needed.

Relatives told us that carers responded quickly when people became unwell and kept families informed. Staff confirmed they adapted care and escalated concerns appropriately.
 

People were not always 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.

We reviewed care records and found that while palliative needs were noted at assessment, anticipatory care plans and detailed future planning were not consistently documented. The provider acknowledged this and committed to strengthening processes for recording future planning.

However, the provider had policies for future planning and worked with health professionals, such as district nurses, to coordinate end-of-life care when required. Staff described experience in delivering palliative support and liaising with external teams to ensure comfort and dignity.

Relatives confirmed that staff responded promptly to changes and worked collaboratively with professionals to manage care at the end of life.