Care First 24 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 that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (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 was exceptional at making 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 received exceptionally personalised service where they were at the centre of the care being delivered. Care plans were detailed, robust and provided a clear profile of who people were, what was important to them, and how they wanted to be supported. Care staff knew people and their needs well and went out of their way to provide the highest standard of care for them.

People’s goals and aspirations were documented and progress against these were documented. For example, one family’s goal was to have their children feed the ducks together one last time, but unfortunately their loved one was too unwell to leave their home. Staff organised for a pool to be erected in their room, and for someone to bring their pet ducks to enable their families wish to come true.

A professional had shared, “We are grateful for your continued efforts and professionalism to ensure [person’s name] is at the centre of care. Your approach has been exceptional.”

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, relatives and healthcare professionals told us that people received continuity in their care. One relative told us, “All the carers we’ve got that work with them have got to know them really well.”

People experienced care from a specifically recruited staff team, matched with their needs. For example, one person had a package of care, and leaders identified that they would benefit from a staff team closer to their age. New staff were introduced and as a result of the person and staffs shared interests the person began to go out more, and experience new things.

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

People were provided with information in a way which was meaningful to them and met their needs. The provider ensured that information was provided in a way which suited each person, for example through the use of PECS cards or Makaton. Some people used the translation service to ensure their needs and wishes were known. Staff had training to support people in their communication needs, and this was clearly set out in people’s care plans.
The provider had a complaints policy and process to ensure that any complaints were acted on and responded to in a positive way. The provider ensured people and their loved ones were able to access information about raising complaints or concerns. All the people and their loved ones had access to the complaints policy and told us that all issues were resolved before they escalated to complaints.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People were enabled to have choice and control of their lives. People were involved in their care as much as possible, and where relevant their loved one’s were also involved. When people couldn’t express their needs themselves, staff stepped in with genuine care making decisions guided by what they knew about each person, how they reacted, and what made them feel safe and understood. With the support and insight of relatives, the team went even further, coming together to organise a joyful, heartfelt birthday celebration for one individual, making sure they felt truly valued and surrounded by love.

The provider tried to share surveys in order to receive feedback from people and their loved ones, however this was not overly successful. The provider spoke with people and their loved ones, and understood people did not always have time to complete surveys. Instead through consultation with people, the provider introduced a feedback service whereby staff regularly call people and their loved ones to seek feedback. This proved to be much more successful, and the information gained was used to implement improvements within the service. The feedback received was positive, and this is always shared with staff to reward them for their hard work.

A relative fed back, “Their communication and support has been just as important. They are always there, always responsive, always helping. Whether it is clinical or just needing guidance, it never feels like we are dealing with a company.”

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The provider and staff worked tirelessly to ensure people accessed care, treatment and support, and did not face inequalities due to people’s health needs or their disabilities. The service had an equality champion who was trained and empowered to support people to access care and support. One person had not been able to be weighed due to being in an adapted wheelchair. Staff identified a provision which could enable the person to be weighed. The provider had enlisted the support of a translation service to ensure that people, and their loved one’s voices could be heard, without language barriers. Other champions were in place to support people to live their best lives which included an oral health champion who supported staff to enable people to improve their oral health. The nutrition champion supported people to increase their nutritional intake through taking part in new projects including the slow cooker pilot.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

One person who was at the end of their life and struggled to access events due to their declining told staff of their 4 final wishes they wanted to achieve before passing away. Staff worked with the person to ensure their goals were met, and they were able to celebrate life events with their loved ones without barriers due to the care and support of Care First 24. This included identifying and risk assessing going for a meal with their loved one to celebrate an anniversary. Staff also identified a specialist hotel which could meet the persons physical health needs but allowed them to be part of a special life occasion for their friend.

Staff supported a child that had been very unwell but had shared that they wanted to attend school. Staff worked with all stakeholders to support the child, who was able to start attending school, with the support of staff, for a few hours each week.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

Staff worked with people to understand what was important to them and supported them to achieve this. One person wanted to attend their friends stag do, staff worked with them to make this possible, which had a positive impact on people and their loved ones, supporting them to make final lasting memories. The person described this day as one of the best of their lives. One person wanted to attend one last football game. Although this wasn’t possible, staff endeavoured to do what they could and organised for a well-known former player the football club to call the person and send them a signed football shirt. The provider told us that this meant a great deal to the person, and to their loved ones.

People were supported to attend important life events and staff supported families to bring these forward when necessary to ensure people could be a part of the celebrations. This included a wedding for one person and anniversary dinner for another person.

Staff showed exceptional affection towards people and completed numerous charity events in honour of the people they had supported, raising funds for charities that supported people with those health conditions.

Within the office, there was a quiet area, with white doves on the window, where candles were lit to remember people when they passed away, or on the anniversary of their passing. The provider told us, “It’s important to us to remember them.”