Caring Connections - Warrington

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. At our last assessment this key question was unrated. This is the first rated 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.

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 and family members had access to a care plan that detailed their needs. Care planning documents recorded people’s choices and preferences as to how they wanted their care and support delivered. Family members told us staff were respectful of people’s personal choices. One person told us that they often changed their care arrangements and staff were respectful of these changes. Family members told us they were involved in the planning of their relative’s care.

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. Family members told us they felt supported, and staff worked with them in their caring responsibilities. For example, one person told us “Have conversations with staff around monitoring (relatives) needs. Sometimes with asking staff will report any concerns, they keeping me included."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information about the service and essential contact details when they began to use the service. Family members confirmed that they had received this information within a booklet.

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. Regular reviews took place of people’s care. In addition, regular wellbeing calls took place with people and family members to discuss the service being delivered. These calls were recorded on people’s care planning records. People and their family members were aware of how to make a complaint about the service. Comments included, “Would ring the office if had a concern” and “Would speak to the carers and then the office if had a concern."

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and family members told us that the service was flexible whenever possible. Family members shared examples of when they had requested alterations to times of visits, for example, to enable them to attend a hospital appointment. Comments included “The staff in the office are easy to talk to and they are very helpful if you need to make changes” and, “The office staff are very good, they will move calls to accommodate any appointments when needed. They are very helpful."

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 clear policies and procedures in place to protect people’s rights under the Equalities Act 2010. A senior manager explained that they had sought advice from a specific community group to enable them to advise and signpost staff around a specific culture.

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. Care planning documents gave the opportunity to record people’s decisions on planning for the future. For example, people with a current Do Not Attempt Cardiopulmonary Resuscitation directive (DNACPR), a copy of the information was stored on their care plan to enable staff to follow the correct procedures.