Success Point Associate Ltd

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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. People had care plans in relation to their support needs. One staff member told us, “Care is based on each person’s preferences, values, and protected characteristics.” People had specific risk assessments in place to support their care.
 

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. One staff member told us, “I understand health and care needs through plans and handovers, and I keep accurate records to ensure continuity.” We saw evidence in care plans of joint up working with other professionals including GPs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. One staff member told us, “I try to communicate in ways that people are most comfortable with. [Name] that means speaking clearly, giving time to respond, and checking that [name] has understood what I’ve said. If written information is needed, I make sure it’s simple and easy to read.”

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 processes in place to manage information of concern or complaints. No complaints had been made. One person told us, “Yes, the complaints policy is in the welcome pack we received. I would speak to the manager or fill out a comments form.” One staff member told us, “If someone raises a concern or complaint, I listen carefully and reassure them that they’ve done the right thing by speaking up. I then report it to the manager so it can be investigated properly. I always make sure the person knows what will happen next and that their voice has been heard.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. There were systems in place to monitor care calls and ensure none were missed and that staff attended for the allocated time. People and their relatives told us there had been no missed calls and staff arrived on time. One person said, “The service is flexible with support.” A relative told us, “Yes, staff are punctual and remain for the full allocated time.”

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 had policies, training, and systems in place to encourage people and staff to speak up about equality. There was a whistleblowing policy in place encouraging people and staff to speak up. One staff member told us, “I understand the Equality Act and Human Rights. I advocate for fairness and challenge discrimination if I see it.”
 

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. We found care plans had a section relating to future plans which was discussed with the person and family where appropriate. A member of staff told us, “I support people with their goals, whether maintaining independence or preparing for end-of-life, with compassion and dignity.” A relative told us, “We haven't needed it yet, but we know they have a good palliative care plan. Yes, we have discussed [name] future wishes for [their] care.”