First Choice Carers 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 service met people’s needs.

This is the first assessment for this 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.

People received person-centred care which met their needs and preferences. They and their relatives confirmed this. Comments from relatives included, “[Care workers] take time to listen to [person] and to ensure [they] feel supported” and “Carers provide personal care, companionship and respect [person’s] cultural needs. We are involved in the care planning.”

Care plans were detailed and personalised. They provided staff with clear guidance. People and relatives told us staff followed these plans.

Staff supported people to have continuity of care. Managers described how they had liaised with other professionals when they identified people needed additional support. They also worked with the person to develop their care plans. They told us about a situation where they had recognised a person was socially isolated and mentally unwell. Staff had supported the person to become more involved in their local community, and this had helped reduce their isolation.

The provider ensured people had the information they needed. They translated some of the care documents for a person who did not speak English. They told us they were able to produce documents in different formats for those who needed. People were given a file of information which included guides and fact sheets relevant to the person.

Each person’s communication needs had been assessed. Care plans included a summary of how staff should present information, communicate and how to enable people to make informed choices.

The provider gave people opportunities to share their feedback. Managers regularly telephoned and visited people. They asked people for written feedback and involved people in reviews of their care. People using the service and relatives confirmed this. A relative explained, “The agency is easy to contact via phone, email or visiting the office.”

There was a suitable complaints procedure and people knew how to make a complaint.

Staff supported people to access the services they needed. Care plans were personalised and included information about any barriers to receiving care and how these should be addressed. Staff supported people to access services in the community when needed. A staff member explained how they escorted a person to medical appointments.

Managers advocated for people when this was needed. For example, liaising with other professionals and helping people by explaining what they needed from different services. Managers supported people with applications for benefits, They followed this up to make sure people were in receipt of the correct benefits to best support their individual needs.

People had equity in experience and outcomes. Staff undertook training about equality and human rights. People’s diverse needs were assessed and planned for. Staff were matched to reflect people’s wishes regarding gender, culture and language skills. The agency supported people using the service and staff to celebrate religious events. They planned for this and ensured they had enough staff available so that both people using the service and staff felt supported.

The provider supported people to plan personal objectives and work towards these.

During the initial assessment, managers asked people about their preferences and wishes for care in the event they would become very unwell and at the end of their lives.