London Borough of Ealing

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 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 case. The provider created care plans which outlined people’s needs and preferences. People and their relatives were happy with the care they received. They felt their needs were met. The agency was responsive when people needed a change in care or additional support. A relative told us, “The staff treat [person] well. All [their] needs are met.”

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals when needed. They shared information with others, when needed, to ensure people received continuity of care. There was a 24 hour on-call telephone line which people or staff could contact if they needed help or advice.

People received information about the service. They were given copies of their care documents and key information about what they could expect and who to contact. The provider sourced staff who could speak the same language as people and made sure they communicated in ways people could understand. The registered manager had explained about the agency and planned care to people in their first language.

The provider listened to people and ensured they were involved in planning their care. They asked people and their relatives for feedback and made changes to the service because of this. A relative explained, “They are always willing to listen to us and take things on board. They also provide helpful advice.”

There was a suitable complaints procedure. People knew how to make complaints and felt the provider would respond appropriately.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, attending places of worship. The provider ensured people could access services and information by translating for them.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives.