INSPIRED CARE 4ALL 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 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 person-centred care and support that was developed around their individual preferences. One relative told us, “[Staff] respond to my relative’s needs very well and beyond really. They know what [person] wants and what [person] likes.” Another relative said, “[Registered manager] remembers special occasions; [they] bring flowers and chocolates on my [relative’s] birthday and spends time chatting with [them]. The consistency, dedication, and excellent communication are the keys to this company’s success.”

Care plans gave staff guidance on people’s individual preferences. Staff told us they used the information in care plans to get to know people.

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 had regular staff supporting them and were happy with the care they received. Most people told us the same staff supported them. This ensured good continuity of care and helped staff build positive relationships with people they supported. One relative told us, “The staff are generally the same cluster to get familiarisation. I feel [person] knows all the staff well”.

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

A data protection policy and procedure was in place and followed. Discussions with the registered manager and staff assured us they understood the importance of treating and protecting people’s confidential information securely and sensitively.

Staff understood people’s communication needs and styles, and adapted information they shared where appropriate. One staff member explained to us how one person spoke very quietly and needed time to communicate. They stated they used ‘open ended’ questions and were patient when speaking with this person.

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 kept a record of complaints and compliments received from people and their relatives. Concerns and complaints were investigated and changes made to people’s care where needed. People were involved in regular reviews of their care needs, and they were able to provide feedback about the process, and they felt listened to by the provider.Feedback on people surveys included, ‘The carers have done an amazing job from start to finish.’

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

Assessments covering the accessibility of people’s home and whether any adaptations or equipment were needed had been completed. These assessments were reviewed and updated where needed.

Feedback from an external health and social care professional indicated that people were supported to access the care and support they needed. No concerns were raised in relation to this.

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 provider had an equality and diversity policy in place which set out guidance for staff on how to meet the needs of individuals taking account of their protected characteristics.

Relatives told us that people were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Managers told us people’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met.

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.

The service was not supporting anyone at the end of their life at the time of our assessment. People were supported to think about their future care in a way that suited them. Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) plans were included in people’s care records to reflect their preferences at such a time when they would be unable to express their wishes.