Civic Care Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Assessments captured communication preferences, language needs, sensory needs, cultural, religious requirements, and daily routines. The provider matched carers to people’s language and culture which reduced barriers and improved engagement. A family member told us, “They provide Bengali carers, which is exactly what we need. They’re great with changes, they’re very flexible and transparent. We’ve had other agencies before, but Civic Care has been the best.”

Communication needs were recorded and flagged in the provider’s care management system. The provider prepared easy-read information and could produce large-print materials. Where people preferred information to go to a next of kin, this was recorded and followed.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care was planned and delivered with people and relatives, and reviews were undertaken when needs changed. Staff sought professional advice from GPs, district nurses where required and acted on them. For example, falls risk assessments (FRASE) were carried out to inform care planning and ensure people’s mobility support needs were appropriately met.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The service worked in partnership with external professionals. The provider shared information securely and in a timely manner to aid decision-making for example, the provider promptly contacted the safeguarding team and police when they had concerns about a service user. One family member said, “They’re very flexible and even go above and beyond to help with hospital visits, they’re happy to do anything.” Care records were kept in real time on their care planning system which helped ensure everyone had the latest information about tasks, risks, and updates. People valued this sense of dependability, saying it gave them confidence in the support they received.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff supported people to attend GP and hospital appointments and to re-engage in community activity when this was part of their goals. The provider helped to secure funding and practical support, such as supermarket vouchers and halal food options, so a person could access their preferred nutrition.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Leaders monitored outcomes through real-time logs, visit verification and alerts, supervision, and direct feedback from people, families and partners. Care packages were adjusted with commissioners when needs changed for example, increased hours for declining health. Staff described mentoring and on-the-job support to build confidence where English literacy or complex needs required additional input, which improved consistency of records and outcomes.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People were given information in accessible formats, and consent was obtained and recorded. Where people asked for a next of kin to receive updates or to be present for key discussions, staff recorded this and followed it. Use of bilingual carers, interpreters, and easy-read and large-print materials supported informed decision-making.