Agincare Enable Dorset

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 ratedGood: 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.

There was detailed information within people’s care plans about the support they required. This included the use of any equipment and specific instructions to ensure the person’s welfare and safety. A relative told us, “The care plan is quite extensive, and all the routines are set out in very easy reading format.”

Staff explained what person-centred care meant to them. This included the importance of considering the person’s individuality and acknowledging everyone was different, so their care needed to reflect this.

People and relatives told us they had built positive relationships with staff, who knew how each person liked their support to be delivered. Staff knew people well and knew their likes and dislikes and personal histories, which helped them build positive relationships.

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.

Care plans clearly set out how care should be delivered and included detailed guidance on daily routines, personal care, nutrition, mobility and wellbeing. They reflected people’s needs and preferences and gave staff clear instructions to follow, which supported consistency in care delivery.

The provider and staff team told us they worked closely with a range of other health and social care professionals and family members to ensure care was coordinated.

The provider received several compliments from external professionals who commended the service for collaborative working and professionalism.

A healthcare professional told us, “Staff work in partnership with multi-professional teams and have established positive working relationships.”

Records showed people received coordinated and continuous care. Their needs were understood and shared across services, reducing the risk of gaps in support and ensuring care remained consistent and effective.

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

Communication was very effective within the service; we received positive feedback about the way the service communicated with relatives and staff. The service met the requirements of the Accessible Information Standard (AIS). The AIS is a legal requirement to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand.

The service adapted to meet people’s individual communication needs. One person wanted to create a monthly newsletter in a language that was accessible and easy to read. The content included upcoming activities, events and important dates for the diary. This helped ensure people were informed, included, and aware of what is happening each month. Feedback received stated people found the newsletters, ‘Helped them understand what was happening’ and they ‘felt included’.

Person centred care plans contained information about people’s preferred methods of communication and any support they required to communicate effectively. Such as, using hand signs, gestures, and PECS (Picture Exchange Communication System). This level of detail helped staff understand people’s communication needs and provided guidance on how to ensure people were heard, understood and included.

Staff completed General Data Protection Regulation (GDPR) training which was regularly updated.

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.

There were policies and procedures in place that set out the process for making a complaint. Everyone we spoke with or received feedback from was aware of how to raise any concerns and were confident they would be dealt with efficiently. The provider maintained openness and transparency regarding complaints received and used these insights to drive continuous improvement.

Feedback received during the inspection showed people had various opportunities to raise feedback or concerns. People had a ‘keyworker’ this is a dedicated member of staff to work alongside people to ensure their needs are met. Staff told us this helped build positive, trusting relationships where people felt confident in having ‘their say’. Relatives were confident the registered manager and provider would deal with any problems effectively. The complaints policy was aligned with best practice for handling concerns and was available in easy read format for people to use if needed. Staff told us they knew how to raise concerns and access support and were confident they would be listened to. A relative told us, “[registered manager] checks in regularly with both me and the staff to ensure everyone is happy.”

Staff described the management team as being ‘Approachable and supportive, and “Are available when guidance is needed and are committed to ensuring people receive safe care.” Staff told us, “One of their strengths is their dedication to maintaining quality standards and supporting staff”.

Records showed complaints were dealt with in a timely way, any actions were shared with staff and the wider organisation to help improve the service.

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

Policies and procedures underpinned all safe working practices. These were supported by training and ongoing monitoring. Within each policy there was consideration of equity, accessibility and safety.

People told us they received care and support, which was accessible, timely, and considered their individual needs.An on-call system was available out of office hours. This enabled advice to be sought from the registered manager or provider if there was a problem or emergency.

Staff and management supported people to access external healthcare resources when they needed, and people’s care plans detailed regular appointments with healthcare professionals.

Relative described their loved one being supported by staff to attend dentists and health appointments. This demonstrated a coordinated approach to care, helping to maintain people’s health, and achieve positive outcomes.

The provider encouraged people to have regular contact with their social worker and local advocacy organisations to help ensure people received the funding they were entitled to.

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.

The provider worked in line with equality and human rights legislation, ensuring people were not discriminated against and that their diverse needs were recognised and respected.

Records showed staff had received equality, diversity, and human rights training and their practice was checked through regular spot checks, supervisions, and ongoing support. Policies and procedures were aligned with current equality legislation, ensuring both people and staff were treated fairly, consistently, and with dignity. Staff told us they felt confident delivering care that was inclusive, respectful, and person-centred.

Care planning processes considered a range of individual factors, including age, gender, religion, disability, and other protected characteristics. People and relatives told us they usually supported the same staff who knew them or their loved one well.

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 a proactive care plan document which detailed their wishes in the event they developed a new long term health condition, were approaching the end of their life, or required decisions about life saving treatment. These documents captured people’s preferences clearly, helping ensure their choices would be understood, respected and acted upon should their circumstances change.

Relatives told us they had been involved in this process with their family member, which supported people to have control over future care and decisions. Staff told us the care plan helped them to deliver care in line with each person’s needs and wishes, and were reviewed regularly to ensure they were relevant to the person’s current needs. At the time of this assessment, no one was receiving end of life care.