UKG Care Havant

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 we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Some people felt they did not always receive their care visits as planned. For example, with some care visits being late and on occasions visits being cancelled by the provider, when they felt people would manage on their own or with family support. Staff informed us this was improving, and the provider was now monitoring call times to improve people’s experience.

People and family members told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date. The provider gave us examples of how they tailored care to suit people’s needs and preferences.

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.

Records showed people’s care was provided by mostly regular staff where possible. Communications between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required. One relative told us, “(Person’s name) sees the same group of carers. A lovely lady (staff members name) is often there. The care company is pretty good.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s care plans reflected their physical, mental and emotional needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves. Comments included, “Information provided is easy to understand”, “Information is accessible and good. Really nice. You get a book to look at.”

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people in decisions about their care or tell them what had changed as a result.

The provider had a complaints policy and process to manage any complaints. Records were not always available to support outcomes of complaints or show people had been responded to in line with the provider’s complaint’s policy. Therefore, the provider could not be assured that their complaints policy was being implemented effectively.

We received mixed feedback from people. Most people felt if they needed to make a complaint they would feel assured the office would take the right action to make their feedback seriously and put right and felt listened too. However, some felt communication was poor. For example, 1 relative told us, “Messaging within the organisation is a little bit confused. Emails are not passed on for a few days. It’s difficult to find out what is happening. Emails are not dealt with.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them.

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.

Staff treated people equally and without discrimination. People and family members were positive about the care and support they were receiving.

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.

At the time of inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. Training had been provided for all staff and policies and procedures were in place for end of life care to support staff.