Eezz Care Limited

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 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 were person‑centred and reflected people’s individual needs and preferences. They clearly outlined how people wished to be supported. The registered manager had obtained detailed life history information for each person, which supported the delivery of personalised care that was sensitive to people’s backgrounds.

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.The management team maintained oversight of commissioned care to ensure support was delivered in line with agreed funding and what people had paid for. They were proactive and supported people to gain additional support when required to ensure care was coordinated and responsive to people’s needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The provider demonstrated compliance with the Accessible Information Standard. Processes were in place to ask about, record, flag, share, act on and regularly review people’s communication and information needs, ensuring information was accessible and reasonable adjustments were made in line with legislation and best practice.

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. People received regular reviews of their care, and they and their relatives were routinely asked for feedback. A relative told us, “Yes, we see the manager regularly and talk through how things are going.” Another said, “The managers came out and talked with us before it [care] started.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had an out of hours policy and with a dedicated on call rota, ensuring people had constant care. A relative told us, “They [staff] do phone me if they are going to be late. They don’t rush anything when they are here.”

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.Relatives described positive outcomes for their family member from the care provided, including improved quality of life. A relative said, “Yes, and I’m very happy with everything. Our main lady carer is fantastic with him. Another told us, “[Person] had an illness about a year ago, and they gradually improved mobility – [staff] have helped them to recover.”

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.Although the service was not supporting anyone at the end of their life at the time of inspection, staff had completed end‑of‑life care training to ensure they were appropriately prepared.