Keyspring Care 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 service 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 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. However, this was not always reflected in people’s care records. Further work was needed to ensure care plans included people’s preferences and guidance about how they wished and needed to be supported. People and their relatives told us staff knew people’s needs and responded to any change of their needs. Their comments included, “The carers have got to know me. I look forward to them coming. I wouldn’t see anyone else” and “Me and my relative discussed the care plan with the manager, and I am getting what I need. If I wanted more, I could ask for more.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. A relative told us, “The first time they came a supervisor came with them.’ Most people received care and support from a group of the same care staff which enabled continuity. Their comments included, “I get regular carers on the whole” and “We have just 2 main carers very rarely if there is a sickness will we get a new carer, and the electronic app will let them know what they have to do for [Name], it is an absolutely fantastic system.”

Staff at the service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats, depending upon individual need.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service had a system in place to seek feedback from people and their loved ones. Relatives told us they were aware of the complaint's procedure. Relatives’ comments included, “Staff have a great rapport, and [Name] has no complaints” and “I would have no problem in complaining or raising a concern.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. We received mixed feedback about the effectiveness of communication with the office and the on-call out of hours system when the office was closed. Some comments included, “There is a landline and a mobile and I cannot seem to get through to either”, “I have a number to contact the manager- recently they have been harder to get hold of. The response is definitely slower”, “Communication is not always prompt” and “Communication is not easy. If the office staff just communicated if staff are held up, it would not be a problem. No one tells us what is going on” and “No problem contacting them at any time.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A relative commented, “The initial meeting with the agency was thorough and after discussions about what care was needed a care plan was put in place.”

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. Where wishes for future care had been discussed, this was detailed within people’s care plans to ensure their wishes were recorded. We discussed that where people or their relatives did not want to discuss this with the service, that this was recorded.