Aptine 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 service since its registration. 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 told us their individual circumstances and preferences were considered when planning their care. One person commented on how the staff ensured they received person-centred care, saying, “[Staff] were fantastic.” A relative said, “The staff are very good and are doing a very good job.” People’s care plans were personalised and included information about their preferences, wishes, lifestyle choices and things important to them. Staff provided us with examples of how they supported people in doing what they liked. Staff supported people in a way that respected what was important to them, for example, around their family relationships, culture or religion.

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 and their relatives told us the service was flexible in addressing their needs and tailoring the care that was provided to their current wishes and needs. Staff provided positive feedback about how visit scheduling enabled them to work with people consistently and to build positive relationships, which supported the delivery of good, coordinated care. The registered manager worked well with other health and social care professionals and communicated with them when needed to coordinate people’s care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives told us they could approach the provider when needed, and the communication between them and the service was overall good. One relative said, “I always talk to [the registered manager] and she responds immediately.” The provider had systems and processes in place to supply information in formats that people understood. For example, one person’s care plan was translated into their preferred language to enable them to fully engage in their care planning and review.

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 us they were asked for feedback and felt they could contact the provider if they wanted to share any additional information. One person said, “I would call [the registered manager] if I had a complaint.” A relative told us, “There were a couple of instances where we raised small concerns, which were listened to. The carers' communication with going back to the office is very good.” The registered manager monitored complaints and feedback from people and responded to any concerns. People and their relatives were enabled to provide feedback during management visits, care reviews and via a survey.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us the service was responsive to their changing needs and tailored their care appropriately. The provider worked well in partnership with other local services to ensure people received the support they needed.

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. People’s care and support was individualised, considering their wishes, support and health needs and lifestyle choices. This enabled people to be as independent as possible and to live in their own homes safely.

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 lives. People could discuss their wishes around future care planning in care assessments and reviews. The provider respected people’s wishes and preferences and ensured these were included in their care plans where appropriate. The provider had good links with local community nursing services, which enabled them to escalate any changes in people’s needs and get timely support.