Care Qters 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 and relative told us they were involved in planning their care and support and were able to share their preferences for how they wished to receive care. People and relative told us they were supported by staff who knew them well.

Care plans reflected people’s care and support needs. They were personalised and contained information on how people wished to receive their care and support.

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.

Information was shared between staff and registered manager to ensure continuity of care. Care records included information from healthcare partners.

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

The registered manager confirmed a person’s communication support needs were identified in their care plan. This information included their preferred language and if any medical conditions could impact the person’s communication. The registered manager told us, “If there is a language barrier, we try to allocate a care worker who can speak their language. We have a lot of care workers who can speak Urdu and Gujrati. Service users from that background prefer to have staff who can speak their language it makes it easier communicating.”

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 were listened to and involved in their care. The registered manager told us they had regular contact with people and people confirmed this. One relative said, “[Registered manager] has been in regular contact since we started. They have phoned me to find out how things are going.” There was a complaints policy in place. People and their relative told us they knew how to make a complaint, although they had not needed to do so. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback.

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

People could access the care and support when they needed it. Times for visits were agreed with the person at times that suited them. We saw rotas which confirmed this. Staff understood people’s needs and they were able to provide the support that was needed. A staff member told us, “I was given a copy of the care plan for them [person using the service].” This helped them to understand the person’s needs.

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.

The provider sought to meet people’s needs around equality and diversity, for example, people were able to choose the gender of their care staff. Equality and diversity was also covered in people’s care plans. The provider had a policy on equality and diversity to help provide guidance to staff. Staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

At the time of assessment no one was receiving end of life care. The staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.

Systems were in place to discuss end of life care and planning for the future, to ensure people’s needs and wishes were identified, should this type of care be required.