Polly Care Services Ltd

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 71 (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 did not always make sure people were at the centre of their care and treatment choices.

Some people’s care plans lacked information and details, so there was a risk that staff may not provide care and support in line with the person’s needs. For one person, in the ‘capacity’ section of their care plan, there was almost no information. For example, which decisions they required support with and why. In the same section, there was no information at all in relation to potential risks and planned outcomes. The information about the person’s mobility, nutrition and hydration was limited.

In the social section of another person’s care plan, there was no information about their likes and dislikes, hobbies and aspirations, or what support they needed.

Despite this, people reported receiving person-centred care that was tailored to their needs and preferences. They told us the care workers knew them well and they had no complaints.

The registered manager told us they would review the information about people and ensure they reviewed their care plans accordingly.

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 they received good care, and their healthcare needs were met, and relatives echoed this. There were regular reviews organised to help ensure any changes to people’s needs or wishes were discussed and care adjusted to meet their needs.

When possible, people were matched to care workers from the same cultural background, which facilitated conversation and rapport.

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

People’s communication needs were assessed during the pre-admission process so that information could be made available to them in a format that suited their needs. People were provided with information about the service, what to expect and relevant contact details if they needed to get in touch at any time they had a query or a concern. The registered manager told us, “After the assessment and when care begins, we give them a service user guide where the information about how to complain, and phone numbers such as out of hours phone number. The family members and people are given the opportunity to use our app so they can see who is coming next and access the person’s care plan. If they are unhappy about something, we can discuss.”

Staff understood the importance of ensuring people had information that met their preferences and in a way they understood. One person who was partially sighted had requested for their relative to have access to the provider’s care application so they could check their records for themselves. The registered manager told us they would be able to provide information in other languages if this was required.

People were listened to and involved in the planning and delivery of their care. They had the opportunity to discuss any wishes they may have. There were regular care reviews where people could discuss their needs and any changes necessary. The registered manager told us, “We call people on the phone and carry out visits. I ensure I visit people and chat to them. We get them and their families involved. We encourage them to speak up and let us know if they have concerns and if they need something. Most of the time, things can be resolved if we know what is wrong. They can email, call and we can visit them.”

Complaints were taken seriously and addressed appropriately. People told us they knew how to make a complaint and felt this would be taken seriously. Their comments included, “No complaints and I have an out of hours number to call if needed as well” and “Complain? Never! I also have a number to ring if there are any problems.”

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

People told us they had access to the care and support they required and were happy with this.

Relatives stated they felt their family members’ needs were met because the staff cared and monitored them closely.

People’s care needs were regularly reviewed to identify any changes so the appropriate support could be found if needed. This included making referrals to external professionals as 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. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive environment for all individuals and staff, regardless of their sexual orientation, gender identity, or gender expression.

People had been consulted in decision making, including whether they preferred to receive care from a male or female care worker and this was respected.

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 and their relatives were involved in the planning and reviewing of their care including their end of life wishes. People had the opportunity to discuss these needs during the initial assessment and reviews if they wished to do this.

Staff received training in end-of-life care. At the time of our inspection, the service was not supporting anyone at the end of their life.