Valley Care - Sheffield

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. Care plans were person-centred and focused on meeting people's needs and adhering to people's preferences and choices. The delivery of person-centred care was promoted by staff and leaders. People felt involved in their care and support. One relative said, “I feel fully involved in my [family member’s] care. We had an introductory meeting where we discussed timings of the calls and a care plan is in the house. The carers really look after [family member], I have no concerns.” Another relative said, “I feel included in the care plan and the carers always encourage [family member] to do as much as they can for themselves.”

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. Staff and leaders worked alongside external health professionals and involved them in people’s care. Information was shared with staff regarding any changes to people’s health or care needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they had access to a company who will assist in presenting information in a different format such as language and pictures. The provider had a General Data Protection Regulation (GDPR) policy in place to ensure the principles of GDPR were understood and staff had a good working knowledge of the principles and requirements of GDPR. People and relatives told us they had access to the information they required such as their care plan and supporting documentation. One person said, “I have the care folder and numbers to contact.”

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 complaints procedure and ensured they followed this process when responding to complaints. People and relatives were happy with the service and told us they did not have any concerns. One relative said, “I have no complaints, I know the manager, they are great they know us well and work with us.” Another relative said, “The carer really helps me out by coming as it gives me a break.” People and relatives had opportunities to feedback about the service by responding to quality surveys and had regular contact with the management team.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff and leaders ensured people had access to services and equipment they required to meet their needs. One relative said, “I rang the office when the hospital said [family member] was ready to come home and they [management team] sorted out the care package the same day. Without the carers [family member] wouldn’t have been able to come back home.”

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 and leaders were passionate about delivering an inclusive service which upheld protected characteristics. People were involved in all aspects of their care and staff respected people’s choices and preferences. People’s care plans included information about their expectations and goals to ensure people’s outcomes were met.

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. When required an end-of-life support plan was put in place to highlight interventions and changing needs. The plan also included a ‘care after death’ plan which ensured the service followed the person's wishes and offered support to family members and friends.