Starmedi Healthcare Services 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 provider met people’s needs.

This is the first assessment for this 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. People’s care plans were detailed and contained information about their preferences, this included minor details such as how staff should manage a person’s needs through reassurance and a non-verbal communication method. Staff had received training in person centred care. Staff told us, “I ensure that I deliver person-care based on people’s needs, condition and preferences.”

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. People told us the service was flexible around their needs. Comments included, “I can ring [the manager] if I have an appointment and they will accommodate the time staff visit”, “I requested no male carers and they have accommodated this, this is very helpful”, and “[Relative] only wanted female carers, Starmedi accommodated this.” People told us they benefited from receiving support from a small staff team which promoted continuity of care. One relative commented, “This is nice so [relative] is not constantly getting to know new faces. We appreciate the consistency.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans contained detailed information about their preferred communication methods, and information about how their medical conditions affected their communication. The manager gave us examples of how they had supported communication with people. They told us, “[Person] can read, we use notes and put them around the house, explaining things like how to use the microwave. We also get programme books, so she knows what is on the television.”

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. The manager told us they asked people for feedback on their care; however, this was not always documented. The manager said they had sent out surveys in the past and we saw evidence of this. People told us they felt able to share any feedback about their care. Comments included, “I have no complaints, I feel able to raise issues if needed, [the manager] is very good. I’m not frightened about telling them how I like things to be done”, and “The manager pops in and out, any concerns I know I can talk to her, I also have a number which is answered immediately.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us staff supported them to access healthcare when needed. One relative said, “They support [my relative] to access the hospital – they have taken her to hospital, the GP, and chiropodist.” Staff told us how people were supported to obtain equipment to help them access the care and treatment they required. Staff supported people to access other appointments such as the hairdressers.

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 service had an equality, diversity and inclusion (EDI) policy which stated the company would not tolerate any form of discrimination, and that staff would receive training in EDI. Training records showed staff had received training in EDI, and staff we spoke with understood what this meant. One staff member said, “My own understanding of The Equality Act and Human Rights legislation is it protects people from discrimination in relation to, gender, disability, age and religious beliefs.” People did not raise any concerns about discrimination.

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. Staff had received training on end-of-life and palliative care. The manager told us how they had recently supported some people on end-of-life care. The manager said, “We have a duty of care to discuss end-of-life.”

There was limited information in some people’s care plans about how they wished to be supported at the end of their lives. The manager told us “[Person] doesn’t have major medical issues, when people have major health problems it is different. We don’t want to push it.”