Carepoint Services Ltd (Prescott House)

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 unrated 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.People told us they were involved in their care and staff knew them well. A person said, “I've had the same carers over the last 2 years. It’s the same old faces. They are good.” Staff understood what person-centred care was. Leaders adapted care call times to suit people’s routines and personal preferences. The registered manager said, “[Person] used to have their calls at 8am but they were already awake and said they were starving. We offered a 7am call instead and they jumped at the chance.”

The provider understood the diverse health and care needs of people and their local communities. Care was coordinated and responsive. Where needed, the provider supported people to access care and treatment they needed in a timely way.The registered manager said, “Getting an NHS dentist is a battle. [Person] recently received new dentures, but they didn’t fit correctly. [Person] found it difficult to eat. We couldn’t get an appointment with an NHS dentist. We supported [person] to access a private one who were brilliant and fixed it. [Person] is very happy they can eat what they want to now.” External professionals spoke highly of the level of communication they received from staff which promoted good continuation of care for people.One said, “[Registered manager] has been easily accessible on every occasion, been conscientious in reaching out to and involving key family members in decisions.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People were provided with the information they needed about their care and support. They had access to equipment and systems that allowed them to communicate more effectively.One person’s verbal communication had declined due to a health condition. Staff were working with external professionals to source appropriate communications aids. Large print cards were provided to people with poor eyesight which meant they could join in activities with others. The registered manager was aware of accessible information standards (AIS). AIS provides the legal framework to support people with their communication needs.

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 told us they were confident to raise concerns with staff and leaders. Information on how to make a complaint was available in people’s homes. Staff knew the complaints procedure. One staff member said, “We listen to them and try to make them calm. I always advise them they can report it to [registered manager], social worker or family. No one is alone here. There is a team around the person, GP, carer, family, whoever they are comfortable to share it with.” The registered manager explained how they used surveys, reviews and meetings to obtain people’s feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.Feedback from staff and leaders confirmed staff supported people to access additional services in a timely way.One person lived in a flat on the first floor. They struggled to use the stairs and did not like to use the lift. The person told us, “They (staff) helped me. I now have a bigger flat. I moved so I don't have to do steps.” External professionals spoke positively regarding staff promoting people’s access to services.One said, “[Registered manager] has taken initiative to update me on changes to situations and care needs. They requested the appropriate professional input as required, in a timely manner.” Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

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.One person had complex health needs that was declining. Their relative said, “[Registered manager] is up to speed on all of [person's] needs from what they are able to eat, the bed they need, the chair that is required etc.”Leaders told us how they were working with external professionals to ensure specialist support was in place for the person to have a good quality of life.Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns.

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.The service was not supporting anyone at the end of their lives at the time of assessment. However, people and their relatives were able to discuss future plans, and these were documented. Staff had received end of life care training. Leaders had systems in place, to ensure people had access to the right care and treatment at the time they needed it. The registered manager said, “Some people have prepaid funerals, and we have the details on file. If someone doesn’t want to talk about it, we can revisit it or talk to their family about it.” People's care records contained information about their long-term plans, which included, living more independently in a community-based setting.