Emerald Agency

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 support. Care plans were personalised and included detailed information about people’s individual needs, preferences and routines.

People were involved in planning and reviewing their care. Records showed regular meetings took place between people and their named workers, where support needs were discussed and updated. These meetings included reviewing progress towards agreed goals and setting new goals or plans to reflect people’s changing needs and aspirations. People confirmed they were aware of their care plans and were able to contribute to decisions about their care.

Staff demonstrated a good understanding of people’s needs and preferences and used care records to support consistent delivery of care. Observations during the assessment showed that care was delivered in line with people’s individual routines and preferences.

The provider ensured that people experienced coordinated and continuous care. Staff worked effectively with each other and with external professionals to ensure people received consistent support that met their needs.

The registered manager demonstrated a proactive approach to coordinating care, including following up referrals and ensuring people received appropriate support when their needs changed.

People experienced continuity of care from a consistent staff team who understood their needs and preferences. This supported stability and helped ensure care was delivered in a coordinated way.

The service responded effectively to changes and transitions. For example, staff maintained regular contact with a person who had been admitted to hospital over several weeks, ensuring continuity of relationships and support. The registered manager explained that planning was in place to support the person’s return to the service once they were medically able to do so.

The provider shared information with people in a way they could understand to help them be involved in their care and make informed decisions. Staff explained information to people in a clear and supportive way, adapting their communication to meet individual needs.

People told us they were aware of their care and support and felt able to ask questions. Regular meetings took place between people and their named workers, where information about their care was discussed, including any changes to their support.

Observations during the assessment showed that staff communicated effectively with people in day-to-day interactions, checking understanding and ensuring people were kept informed about their care.

The provider listened to people and involved them in decisions about their care and support. People were actively involved in reviewing their care through regular meetings with their named workers, where they could discuss their support, review progress towards agreed goals and contribute to planning future support.

People told us they felt able to share their views and were confident that staff would listen and respond. Staff demonstrated a good understanding of people’s preferences and involved them in day-to-day decisions about their care.

Observations during the inspection showed that staff listened to people and responded to their needs and wishes in a respectful and person-centred way. People appeared comfortable expressing their views and were supported to be involved in decisions about their lives.

Regular house meetings also took place, providing further opportunities for people to raise issues and share their views directly with the registered manager. Records reviewed showed that people were able to contribute to discussions and raise matters important to them.

There had been no formal complaints at the time of the inspection. However, systems were in place to support people to raise concerns if needed. This included access to a complaint’s procedure, the opportunity to raise concerns anonymously, and a suggestion box located within a communal area. The registered manager confirmed that any concerns raised would be investigated and responded to appropriately.

The provider worked to ensure people had equitable access to care, treatment and support. Staff supported people to access a range of services, including healthcare and community-based activities, in line with their individual needs.

People were supported to attend appointments and access external services, with staff arranging and attending these where required. The provider worked in partnership with health and social care professionals to ensure people received appropriate and timely support.

Support arrangements were tailored to people’s needs, including flexible staffing and one-to-one support where required. This helped ensure people could access care and support in a way that reflected their individual circumstances and needs.

There was no evidence that people experienced barriers to accessing support. People appeared to be included and supported to engage with services and activities important to them.

The provider supported people to experience equitable outcomes from their care and support. People received care that was consistent with their assessed needs, and there was evidence that support was delivered in line with the outcomes identified in their care plans. Feedback from professionals confirmed that people were being supported to achieve positive outcomes in relation to their health and wellbeing.

People appeared settled and comfortable in their home environment, and there was no evidence that individuals experienced inequality in the care and support they received. Support was tailored to meet individual needs, and staff worked to ensure people were able to maintain their wellbeing and quality of life.

The provider monitored people’s progress through regular reviews and ongoing involvement with external professionals. This helped ensure outcomes were identified. When people’s needs changed outcomes were reassessed.

The provider supported people to plan for their future and to work towards their goals and aspirations. People were involved in regular discussions about their progress and future plans through meetings with their named workers.

Records showed people’s goals were reviewed and updated over time. These meetings included reviewing progress towards agreed goals and setting new plans, supporting people to develop skills and maintain their independence.

People were supported to pursue their interests and develop life skills, such as managing daily living tasks and accessing the community. This approach helped support people to achieve greater independence and maintain control over their lives.