Together We Care Ltd

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 of 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.

Care plans provided details about how people wanted their care provided. People had access to their care records. Whilst care plans contained good information, they could be further developed to incorporate more person-centred information. Some personal information was in place to ensure staff understood people and had an insight into their life history. Whilst care plans could be improved, we found people were supported by consistent staff, which meant their care and support was meaningful, and aligned to what mattered most to them.

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 demonstrated an understanding of people’s needs and continuity of care. Staff worked well with other agencies.

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

People’s care plans included details of their communication needs and preferences. Some information was available in a range of formats. This included the service user guide which could be presented in different languages or a larger print. The provider also had a suite of easy read useful fact sheets available to people who may need additional support.

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 welcomed feedback from staff, relatives and people. There were regular satisfaction surveys carried out and action taken because of people’s feedback. People’s care plans were reviewed with them. The provider welcomed concerns and complaints, to learn lessons and make improvement, and actively reviewed any themes or trends.

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

The provider had considered accessibility and inclusion when planning care delivery to people. When people went out into the community, they were supported to use accessible public transport to go where they wanted to go. Records showed a range of opportunities were available to people, which was led by their preferences.

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.

Processes were in place to ensure people had equity in outcomes. Care plans highlighted people’s needs, including their religions and culture. Staff received equality, diversity and inclusion training to give them an understanding of the context in which they worked. This meant they were aware of the barriers some people may experience in daily life. The provider was proactive in celebrating different religious festivals.

People were mostly well 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.

Staff received training to support them in caring for people who were reaching the end of their lives. Care plans were in place. There was no-one receiving end of life care at the time of our assessment. The provider told us if they supported a person at the end of their life in the future, they would ensure staff had enhanced specialist face to face training.