QH Care Services 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 service since their registration in February 2023. 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.

People received care and support which was focussed on their individual needs. People’s records reflected their choices and preferences which helped staff deliver the care and support people wanted. A relative told us, “The care plan is personalised and completely tailored to [family member’s] needs. They’ve thought of everything. I don’t have to worry. Everything is handled beautifully and thoroughly.”

The registered manager undertook regular checks with people, and others involved in their care, to ask for their feedback about their care and support and whether this was continuing to meet their needs and made changes when this was required.

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 provider understood that people had diverse and varied needs and made sure people’s care and support was planned and delivered to meet these.

Staff understood the diverse needs of people and made sure the care and support they provided was in line with their individual needs and preferences.

Staff worked well with healthcare professionals to ensure people received joined up care and support from everyone involved in their care.

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

People’s communication needs were assessed and recorded in their care plans and shared with staff to ensure these needs would be met.

Staff understood people’s communication needs and provided information in a way people could understand. The provider used a web-based application to provide information for people in formats tailored to their needs. This included audio files, large, easy to read text and different languages.

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 and relatives were given information and supported to give feedback, raise concerns or make a complaint. Staff listened to them and took action to make changes when these were needed. A relative told us, “The manager always listens and always helps the best she can. I know I can speak up and be heard. And more importantly, acted upon."

The registered manager described the action they had taken to address an issue raised by a family member about one member of staff. The registered manager listened to their concerns and identified a solution that everyone was satisfied with. They told us, “The family fed back a week later that they saw an instant improvement and were now happy.”

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

People received care and support at the times of their choosing. Staff were flexible and accommodated changes when people wanted this. A relative told us, “The whole team shows flexibility and responsiveness, adapting to [family member’s] complex and ever changing needs with calm professionalism."

The registered manager gave a recent example of one person who told them the staff team supporting them wasn’t meeting all their needs. They worked with the person to bring in different staff that better suited the person and their needs. The registered manager told us, “[Person using the service] was able to choose the carers that they liked the most and they are most happy now with the team they have. When we change the carers we take the time to reassure people that they are going to get staff that care for them and will look after them.”

The registered manager undertook regular monitoring and reviews of people’s care needs to make sure care and support was provided to people at the times they wanted, in line with their choices and preferences.

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.

Staff understood people’s right to receive care and support that met their individual needs. A staff member told us, “One of the trainings assigned to me by [the service] is Equality, Diversity and Inclusion. I believe this training has helped me understand that everyone is unique in their own way, which is why we must respect and value everyone equally. I make sure to follow

each person’s care plan and deliver the best possible care for them, without discriminating.”

The registered manager undertook regular monitoring and reviews to make sure information about people’s individual needs and wishes in relation to their protected characteristics, was used to plan people’s care and support. They said, “We practice equal opportunity. The area we work, and our service, is very diverse and has people from many cultures. We support staff to understand people’s diverse needs and how to meet them.”

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.

Arrangements were in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This would help to ensure people’s wishes and choices would be respected at the appropriate time.