Pockets of Peace 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 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. Care plans were person-centred. They clearly outlined how to support each individual, including details of their preferences, protected characteristics and any cultural, religious or communication needs. Staff maintained records of support provided, which evidenced that people’s individual needs were being met in line with their care plan. Staff knew people well and their likes and dislikes. One relative told us, “They are very good at listening to what my child needs.”

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. Systems were in place to monitor and review the care provided, including regular checks of care records and care reviews, to support oversight and ensure care was delivered consistently and in line with people’s assessed needs and care plans. Up to date records supported effective information sharing with relevant parties when required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to ensure compliance with the Accessible Information Standard. Information was provided in formats tailored to meet people’s individual communication needs and preferences, enabling them to access, understand, and use the information effectively. Care plans clearly detailed each person’s communication requirements, including any aids, adaptations, or support needed from staff. This guidance helped staff communicate effectively and ensured that care and support were delivered in an inclusive, responsive, and person-centred way. One staff told us how they promoted communication, “Normally we use something like observing body language, using pictures or choices for them to point.”

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 were aware of how to provide feedback about their care experiences, including raising any concerns or issues. One relative told us, “The manager is very approachable. We have been given contact numbers and can text or call if we need anything or have any issues.” The provider welcomed feedback and used it as an opportunity for learning and improvement. We saw evidence that complaints and concerns were addressed promptly and that appropriate action was taken where necessary.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and ensured they received care and support in line with their preferences and needs. Records showed people had equal access to services and were supported in a timely way. People were treated fairly and equitably and reasonable adjustments made where required.

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 registered manager and staff understood their responsibilities to ensure people’s treatment and support promoted equality, removed barriers or delays, and upheld individuals’ rights. Regular care reviews were carried out to ensure support continued to meet people’s needs and to identify new goals. The provider had policies, training, and systems in place to encourage both people and staff to raise and discuss issues relating to equality and diversity.

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 plans were regularly reviewed and updated to ensure they accurately reflected any changes in people’s needs and preferences. They also considered individuals’ future requirements, with planned reviews and goal setting supporting ongoing independence and wellbeing. This proactive approach helped ensure care remained person-centred, responsive and flexible, and that people were supported to plan for any future changes in their care and support. One relative told us, “Very good communication, planning and handovers.”