HLG Complex Care 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 HLG Complex Care Ltd. 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’s care and support was person-centred and this was reflected in their care plans and risk assessments. The provider and members of staff were focussed on supporting and empowering people to develop skills for everyday life and to live independently.People’s needs were effectively assessed and care and support were provided in line with this. We reviewed positive feedback about the care people received and their involvement in planning and decision making. Relatives told us staff knew them well and provided individualised care to them.

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. The provider demonstrated collaboration with health and social care partners to ensure seamless continuity of care for people. People were supported by staff to attend health appointments, and any feedback was shared appropriately with changes made to the care package where required. Any concerning health information was communicated promptly between relevant professionals, facilitating timely responses to changing needs. Additionally, regular reviews were completed to monitor and address people’s health and well-being.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information could be made available to people in accessible formats, such as Easy Read and translated materials, to ensure everyone could understand and engage with the information. People received a monthly newsletter which kept them informed about any changes to the service.

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. People and their relatives told is they knew how to raise a concern, make a complaint, or request changes to their care package. Staff told us they felt they were involved with the running of the service, and any comments or suggestions they made was taken on-board by the management team.

The provider made sure that people could access the care and support they needed when they needed it. People received care and support in line with their assessed needs, and the provider ensured this was delivered equitably, regardless of a person’s background, language, or culture. The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had policies and procedures around equality and diversity. Staff told us they had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

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. Relatives told us that people were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Management 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’s care plans contained information in relation to how their social, cultural and spiritual needs should be met.

The service was not currently supporting anyone on end-of-life care, but staff had received end of life care training if this was needed. As part of the care planning process, individual goals and desired outcomes were documented. Discussions also included future aspirations, which were recorded accordingly. For instance, 1 person expressed a goal to resume making their own music, and staff actively supported this ambition by helping them participate in related activities.