Believe Care and Support 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 for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 79 (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 place that were person- centred and tailored to their specific needs. People and, when appropriate, their relatives were consulted on their care and their voice was reflected in care planning. Changes in care were discussed with people and their relatives. The provider held regular meetings with people and their relatives to discuss care provision.

Staff provided care in a person led way, asking what people wanted or needed and being guided as far as was appropriate by the person. One member of staff that we spoke to told us, “For the first time in a long time, I really feel that I’m able to provide person- centred care in my job. It really is about how I can best support the person and not about ‘just do this, just do that’, everything is about (the person).”

Staff took action to remove barriers to activities and made reasonable adjustments to enable people to do whatever it was they wanted to do, such as supporting people to access and use recumbent bicycles which removed the risk of people falling due to poor balance.

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.

People received the appropriate levels of care and support they were funded for. The provider ensured staff and managers had access to and had received specific additional training in learning disability, autism, epilepsy and positive behavioural support to best help the people they supported.

People’s care plans reflected the involvement and support level of others involved in their care.
People’s views on their care, were sought and recorded.
 

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

People received information in formats that they could understand, and the provider had a subscription to an easy read service that allowed them to make their own bespoke documents for people. Staff were able to demonstrate how best to communicate with people and we witnessed the use of a range of communication methods for people.

The providers policies, procedures and assessment processes were reflective of Accessible Information Standards. The AIS are a set of standards used by adult health and social care providers that ensure that people's information and communication needs are identified, recorded, highlighted and shared, and that these needs are met and reviewed. Information must be provided in formats people can understand.
 

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.

Managers at the service regularly spoke to and meet with people, and when appropriate their relatives, to discuss people’s care and support. We saw evidence that people had been able to raise complaints, and these complaints had been listened to, investigated and responded to appropriately by the provider, in line with the providers own policies and procedures.

The provider had an accessible complaints policy and people knew about this. Staff supported people with their right to make a complaint. One person told us, “I told (team leader) I wasn’t happy and she helped me (to make a complaint). I was a bit scared I would get in trouble, but she said that if I wasn’t happy, I should say something.”
 

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

People supported by Believe Care and Support Ltd had their own dedicated staff teams and were supported with 24hr care. People were supported and accompanied to appointments by their staff team. People lived in their own individual properties, and these were accessible to them.

The provider operated an on-call system and advice and support if required was available 24 hours a day.
 

Staff and leaders were exceptional at actively listening 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.

Outcomes of people using the service reflected the values and culture of Right Support, Right Care, Right time. There was a focus on what people could do for themselves, and what they could achieve when barriers were removed. The provider had purchased and adapted a caravan so that people could have access to holiday accommodation which was tailored to meet people’s sensory and mobility needs. Staff had supported some people to plan their very first holidays. One person told us about their excitement of a forthcoming trip, telling us, “I never thought I would be able to go on holiday, but my team have really helped me, I’m even going with a friend.” The service had a dignity and equality champion in place. Managers and staff understood discrimination and were able to tell us about the inequalities and barriers to care that people with a learning disability or autism may experience, and how they worked to advocate for people to remove them.

Staff received training in equality and diversity, and the provider had policies in place in relation equality and diversity, bullying and harassment and human rights.
 

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 had both short term and long-term goals in place and was supported by the provider to work towards these goals. People had end of life care plans in place and wishes around their funerals. Staff had completed training in end of life care, and although no-one being supported at the time of our inspection was receiving this care, managers and staff expressed they knew the importance of considering this as death can occur at any time, and people with learning disability and autism face a life expectancy reduction compared to those without.