P and S Care Limited

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 newly registered 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 that was centred around their needs, preferences.

Reviews of people’s care took place and relatives said they were consulted about any concerns or possible changes. People felt they were able to express their views, preferences, and any concerns regarding the care they received.

Care plans reflected a person-centred approach, ensuring that each person’s needs, preferences, and background were at the forefront of support provided. The documents included details about people’s life histories and personal preferences. This included information about their backgrounds, likes, dislikes, and the people or things that were most important to them.

Staff demonstrated an understanding of things people enjoyed doing. For example, one member of staff told us about a person’s preferred hobbies and the favourite foods they enjoyed eating when out in the community. This approach ensured that the individual needs, preferences, and backgrounds of each person were respected and valued, contributing to a more inclusive and supportive environment.

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 delivered care which was joined up and flexible. They were able to ensure continuity by providing the same staff for people. This gave consistency in care, which people told us was of high importance. On the occasions when regular staff were not able to deliver support, the provider had other staff available who were known to the person. A professional said to us, “There is good continuity and they always have the same staff going in wherever possible.”

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

The provider supplied up-to-date information about the service and were in regular contact via the telephone with people they supported and their families, as well as visiting them in their homes.

People had information about the services so people were able to understand and choose their care and support. The provider had information in other languages about the support they offered and had staff who could speak a range of different languages. There was access to interpreter services when needed, although these had not yet needed to be utilised.

Documentation was available in ‘Easy read’ format and included the use of pictures, making it simpler for people to understand. We saw this used for both the complaints policy and satisfaction survey.

The provider used a website which provided people with an overview of the services on offer.

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 made it easy for people to share their views about the care they received. The provider sought regular feedback from people they supported and their families. The feedback the provider received was positive. People were happy with their care, and they felt they were able to talk with the staff if there was a problem.

A complaints log was maintained, with details provided about actions taken in response.

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

The provider made sure that people could access the care, support and treatment they needed when it was required. The provider ensured that people’s care was seamless and staff worked alongside other professionals to ensure people had equal access to services when they needed them.

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 ensured the people they supported who were likely to experience inequality in their experience of care were well represented. Staff advocated for people and used their knowledge of local services to ensure people’s outcomes matched expectations.

A professional we spoke with told us the registered manager and staff were able to manage their responsibilities efficiently, always ensuring the best possible outcomes for people.

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.

The provider worked with people to identify life changes. They supported the people and their families to identify and discuss future plans, however nobody was in receipt of end of life care at the time of the inspection. Staff helped people to retain skills, maintaining their independence when they were able to.