Komplex Community 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 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 received care and support which was personal to them and was tailored to meet their needs and preferences. Staff knew people well and what was important to them. Staff understood the importance of providing support which was personal to people. A member of staff said, “I learn about people's needs, preferences, and hobbies through a combination of reading their care plans and support plans, which include detailed personal information, and through direct interaction and communication with them. Spending time with individuals allows me to build trust and observe what they enjoy or respond well to. I also listen to what they tell me, either verbally or through non-verbal cues, and adapt my support accordingly. In addition, I gain insight from colleagues during handovers and team meetings, which helps ensure consistency in meeting their needs and preferences. This ongoing engagement helps me provide truly person-centred care.”

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 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 received the health and social care support they needed to ensure their well-being. Relatives told us staff worked well to ensure people received flexible support to meet their needs and contacted other services and professionals when required.

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

Staff were aware of the Accessible Information Standards (AIS) and were mindful of people’s communication needs. Each person had a comprehensive communication plan which detailed their ways of communicating. The registered manager told us information could be produced in a range of formats where required.

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.

People’s relatives knew how to make a complaint and felt confident in doing so should the need arise. A relative said, “I have never had to raise a concern or complaint, but I know who to contact if I needed to.”

Staff knew how to raise a complaint and felt confident any concerns would be investigated. Staff understood the importance of ensuring people were supported to raise concerns where required. A member of staff told us, “If a person raises a concern I listen respectfully, reassure them they’re being heard, and try to resolve the issue quickly if it’s something simple. I also report and record the concern following the correct procedure and inform a manager so it can be followed up properly. It’s important people know their feedback matters and will be taken seriously.”

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

Staff ensured people had access to health and social care professionals when they were needed. A member of staff said, “My primary concern would be the person's safety and well-being, and I would take all necessary steps to ensure they receive the support and care 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.

People were treated with respect and their rights respected and upheld. One relative said, “[Name of person] is not discriminated against, and their human rights are respected.” Staff had received training in equality and diversity and understood the importance of treating people as individuals. A member of staff told us, “I have completed training on equality, diversity, and human rights. It covered how to support clients fairly and respectfully regardless of their background, culture, religion, disability, gender identity, or sexuality. The training also helped me understand how to challenge discrimination and promote inclusion in everyday practice.”

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.

There was nobody receiving end of life care however staff had the information needed to ensure people’s wishes and preferences were respected. A member of staff told us, “I am aware that some individuals may have specific wishes for emergency treatment or end-of-life care, and these are clearly documented in their care plans, advance care plans, or Do Not Attempt Resuscitation (DNAR) forms if applicable. These documents outline their preferences, such as whether they want life-sustaining treatment, where they wish to be cared for, and who should be involved in decision-making. I make sure to read and understand this information so I can respect their wishes and respond appropriately in an emergency.”