Star Maris Healthcare Limited Also known as Star Maris Healthcare

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.

The provider made sure people were at the centre of their care and support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Information in care plans was individualised and reflected each person’s assessed needs. For a person who frequently became agitated, their care plan provided staff with guidance on their likes, dislikes, routines, and the importance of maintaining consistency. This enabled staff to adapt their approach to the person's individual needs and preferences, helping to reduce distress and promote their emotional wellbeing. Relatives told us they were involved in care planning and felt staff knew people well.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

Staff regularly assessed people's needs with their involvement and, where appropriate, input from health and social care professionals. Care plans were updated to reflect changes in needs and support consistent, coordinated care. The staff team communicated effectively to ensure continuity of care and minimise disruption to people's wellbeing during periods of change.

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

People’s care plans contained clear, personalised information about their communication needs, including detailed guidance for staff on how to communicate effectively and promote meaningful engagement. The provider was prepared to provide information in different formats if needed. The registered manager told us that arrangements were being made to introduce picture cards with a person to support communication.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service maintained a clear record of complaints, showing details of investigations, actions taken, outcomes and lessons learnt. Staff regularly checked in with people and their relatives, listened to their views and sought their feedback. Relatives told us they had not had to make any complaints recently but knew who to contact if they had any concerns. A relative said, “If I’m concerned, I talk to them [care workers or registered manager].”

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

Staff respected people’s rights and individual needs. They provided care and support that reflected people’s cultural, religious, physical and age-related needs. Staff also considered people’s mobility and physical support needs when planning activities and outings, ensuring venues were accessible and suitable, with appropriate arrangements for wheelchair or walking frame use where required. This meant people were supported to access the same opportunities as others, with appropriate adjustments made to promote meaningful participation.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

People experienced care that reflected their individual circumstances, preferences and desired outcomes. Staff took time to understand what was important to each person and provided support that promoted their dignity, independence and wellbeing, including when providing care and support to children. People were supported to express their views and make choices about their care and daily lives. This helped ensure people received personalised support and experienced outcomes that were important and meaningful to them.

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.

People’s care plans included proactive planning for their future needs, preferences and wellbeing. Plans were regularly reviewed and provided clear guidance for staff in relation to changes in needs, capacity, emergencies and future decisions. People’s wishes, rights and independence were considered, with appropriate involvement from those important to them. At the time of the assessment, the provider was not supporting anyone who was receiving end of life care.