Classic Health Care Solutions-Leeds

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 records demonstrated they were involved in planning and making shared decisions about their care and treatment and that they experienced personalised care and support. People’s needs were regularly reviewed to ensure care was tailored to their individual 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.

People’s care was delivered in a way which met their assessed needs. People received well-coordinated and consistent care from staff who knew them well. Any advice from external health professionals was followed by staff. An external health professional who worked closely with the provider told us, “The service makes referrals for people when it’s needed.”

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

People received information and advice which was accurate, up-to-date and provided in a way they understood, and which met their communication needs.

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 registered manager confirmed they actively listened to and involved people. A relative told us, “[Manager Name] does check in to make we are happy and invites our feedback, I feel like we can raise anything.”

A complaints procedure and policy were in place. We saw how the provider responded to and acted on complaints and used them as opportunities to learn.

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

Processes were in place to ensure people did not experience any barriers in accessing the care and support they required. People’s care records evidenced where people had accessed care from external agencies.

We saw examples of where staff had worked alongside external agencies to ensure people received the most appropriate care and treatment to meet their needs.

A member of staff told us, “We work alongside other professionals to meet people's needs, if I saw a change in someone - I would tell the senior and manager - but we can also make referrals if necessary, so I feel people have access to the support they need.”

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.

Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. Where appropriate, information about people could be shared across a multidisciplinary team to help ensure people accessed the most appropriate care and support for them.

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 were supported to make decisions about their future care, including people’s wishes to enable them to have a comfortable and dignified death when the time came.

Staff worked alongside external health professionals to ensure people received appropriate and compassionate end of life care and support. The registered manager described how staff aligned their calls to coincide with district nurse visits where required, to help people receive the best end of life care. They told us, “We work alongside district nurses and people’s families to give people the best possible care. I remember 1 person telling us that our words and actions gave her the confidence and boosted her morale to carry on.”