AQS Hampshire East

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 family members told us they were happy with the care provided and the way this was organised. A relative told us, “The service does their best to make it more personal for my (relative). It’s not making my (relative) feel like it’s just a job. (Relative) really likes it when particular carers come. One shows my (relative) pictures of their dog. My (relative) says it feels like the carer is a friend. Watches TV with their friend in the morning and evening with hot chocolate.”

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. Records showed people’s care provision was kept to regular staff where possible. Communication between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans reflected their physical, mental and emotional needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves. The manager was not aware of the requirements of the accessible information standard (AIS). This helped to ensure people’s communication needs were met. However, they gave us examples of how they ensured peoples communication needs were met.

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 provider had a complaint policy and process to manage any complaints. Records showed people had been responded to in line with the provider’s policy and people were happy with the outcome. One person told us, “The care staff do enough for me. No complaints at all so far.” A relative said, “We’ve never complained. If I have something I need to know I can ring the office, and they can sort it out”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights.

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. Staff treated people equally and without discrimination. People and family members were positive about the care and support they were receiving.

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. At the time of inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. Staff told us they had been provided with brief training and policies and procedures were in place for end-of-life care to support staff.