P & N Healthcare Services Ltd - Gloucester

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 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 stated they received person-centred care which reflected their needs and preferences.

People’s care plans provided staff with clear guidance on the presentation of people when they were experiencing good or poor health and how they should be supported. The support people required on each visit was clearly described for staff to follow. Staff had access to people’s care records on their digital care management systems. They were provided with an overview of people’s care requirements and how they should be supported during each visit.

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 confirmed they received continuity of care. They were supported by the same staff members who knew them well. Staff worked in collaboration with people, their families and external health and social care professionals as needed.

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

People’s communication needs had been assessed and recorded and were known by staff. Staff took account of people’s communication needs and adjusted their approach when speaking to people. The registered manager confirmed reasonable adjustments would be made available to ensure information was accessible and in a format people understood.

Staff confirmed there were communication systems in place to ensure information about people’s care needs and any changes in the service were effectively recorded and shared. One staff member said, “I can also call the office with any updates to share and communication from them [managers] is good.”

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 provider valued people's feedback to help them identify concerns early and to drive improvement. There was a proactive and responsive culture of acting on all concerns quickly to help ensure continuity of care.

The registered manager confirmed no complaints had been made since the service started. However, there was a complaints process in place to ensure any concerns were appropriately investigated and learnt from.

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

People and their relatives confirmed, the service was flexible and support was adjusted to meet their needs. They raised no concerns about an inequality of being supported to access services.

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 and their relatives said they were treated fairly and their human rights were respected. One relative said, “We have no concerns, we are treated well.” The provider considered people’s protected characteristics and diverse needs as part of the assessment and review process. Staff undertook training in equality and diversity and had access to the provider’s policies and procedures to ensure people’s human rights were respected and people lived free from 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.

At the time of the assessment, no one was receiving end of life care. The registered manager explained if people required end of life care and support, their care plan would be updated to reflect the person’s end of life care needs and the person's wishes. They explained they would ensure staff were adequately trained to be able to respond to people’s changing needs and seek support from relevant professionals.

The registered manager agreed to review people’s care records to ensure they reflected people’s end of life wishes and relevant ‘future planning’ documents such as do not resuscitate orders and power of attorneys.