Inspire Care Agencies Limited

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• 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. Relatives told us people were happy with their care and felt this was provided in a way that met the person’s individual needs. Rotas were provided for people, to inform them who would be visiting.

The service adapted care to meet people’s needs. For example, one person could be reluctant to accept support at times. The service worked with family to provide visits at different times in the day as this meant the person was more likely to accept the care and support. Relatives confirmed, “They have been flexible and been able to adapt when [relatives] needs have changed.”

The RM knew people really well and worked with the providers and staff to provide good quality person-centred care. The RM acted as a voice for people when they were unable to address an issue by themselves. For example, following a burst pipe in one person’s home the RM contacted the person’s next of kin to ensure this was fixed promptly, they also supported people who did not have any next of kin, to access appropriate support from health and social care agencies.
 

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 were happy with the staff who visited them and felt there was good continuity of care. Relatives told us, “There is a few different staff members that come in. Never requested to have a specific carer but would certainly feel comfortable asking if that’s what we wanted.”

Relatives told us they felt supported when people’s needs changed or they needed to arrange extra care for their relative, telling us “I had to ring the office to cancel a call, and the staff are very helpful. I also emailed in cover requirement for holiday cover and got a response immediately to ensure that the dates were booked in.”
 

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

Information was provided to staff to ensure they had all relevant, up to date information about a person and their care needs when they visited. People had copies of their care plan in their homes which included all relevant information and contact details for the service. People’s communication needs were considered. The RM was able to show us examples of flash cards being used to aid a person’s communication which enabled them to be a more active participant in their care provision and make choices. Staff feedback was that the person found them really useful and could communicate better. The visiting district nurse also shared it had been positive for the person.
 

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 felt involved in care decisions and involved in how their care was provided. Relatives felt staff had time to give to people, to make sure their care and support needs were met. One said, “They always have plenty of time for [relative’s name] and always check in with [relative] before they leave in case Mum needs assistance with anything else.”

There was a complaints procedure in place. People told us they would be happy to raise any concerns if needed and felt these would be addressed promptly. A relative said, “would complain to management in first instance and would feel comfortable doing so. Have contacted office when had issues which always get sorted out but never had to complain. Always positive interactions.”
 

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

The registered manager and staff worked closely with people, relatives and other healthcare professionals when appropriate. This supported people to have access to any advice or care they needed. The RM told us they had previously liaised with a specialist Stoma care nurse and ensured people had adequate supplies of equipment. The service worked with GP’s, district nursing and mental health teams, and other specialist teams involved in people’s care.
 

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 and relatives felt listened to. Staff treated people as individuals and understood people’s personalities and how they chose to live their lives. The RM knew people and understood their personal challenges and challenging family dynamics. We observed people and family members telephoning the office throughout the inspection and the RM spoke with fondness about people and understood their past experiences and daily challenges.
 

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.

Staff worked with people and families to support discussions around end of life wishes. Some people had been reluctant to discuss this with care staff, however, those with close family members preferred this to be dealt with by them. For those without family, the RM told us they had worked with people’s social workers and Independent mental capacity advocates (IMCA) to offer support.