Ivy Care 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.

People received person-centred care which reflected their needs and preferences. Comments from relatives included, “[Person] is very happy because they give [them] a good service. The office manager is very good, and we are able to give feedback about the care” and “[Care workers] really look after [person].”

The registered manager recorded information about people’s likes and dislikes in care plans.

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals. They shared information to ensure people received continuity of care.

The provider ensured people had information they needed about their care and the service. People received copies of care plans. These had been translated for people who did not speak English. The provider gave people a file of information about the service, key procedures and guides to good care. The provider developed guides about how to make sure information was accessible and met individual needs. They included easy to read guides and pictures to help explain important information.

The provider had created a communication care plan and risk management plan for each person. These outlined how people communicated and how staff should support them.

The provider had created newsletters which included themed information for people, their relatives and staff. There were guides in each edition to help people understand important topics, including safeguarding, promoting independence, preventing falls, positive risk taking and managing loneliness.

There were systems to listen to and involve people. People were involved in planning and reviewing their care. The provider asked people and their relatives to complete satisfaction surveys. They conducted regular visits to meet with them and phone calls to discuss their care.

There was a suitable complaints procedure. People knew about this and felt confident speaking with the management team. Comments from relatives included, “We know who to speak with if we need”, “We have the manager’s number. If we ring or text, [they] contact us straight back” and “We have no complaints and the manager visits regularly to check [person] is ok.”

The provider ensured equity in access. Staff supported people to access the services they needed. The provider was in the process of increasing the scope of their registration with a view to supporting people with transport to and from medical appointments.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider supported people to plan for the future. Staff undertook training to understand about the importance of providing person-centred end of life care. There were procedures relating to providing good end of life care and how to support people with advanced care planning. No one was receiving care and support at the end of their lives at the time of our assessment. The registered manager had supported staff to plan objectives for their care. They reviewed these to make sure staff were providing person-centred support to meet these. Care plans included information about people’s preferences relating to resuscitation.