DBAGZ Solutions Limited Crawley

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. 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.

People were receiving a service that was responsive to their needs.

Care plans reflected people’s physical, emotional, social, and wellbeing needs. People and those close to them were involved in care planning and shared decision making. Adjustments were made where needs changed, ensuring care remained appropriate and responsive. People’s care plans fully reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act 2010. One staff member said, “I provide person centred care by involving the person in all interactions and decisions.”

People told us that care and office staff were responsive to requests and to their care needs. One person said, “If we need an extra hand to do something they will do it if we ask them.” Another person said, “We talk on the telephone, but they do pop in regularly. They check if things are going well and if we need any changes.”

People receive care and treatment from services that understand the diverse health and social care needs of their local communities. People’s care and treatment was delivered in a way that met their assessed needs from services that were coordinated and responsive.

The service demonstrated flexibility in delivering care across a wide geographical area while maintaining continuity as much as possible. Team‑based working and company transport supported reliable and coordinated care.

Good partnerships with external services ensured care remained joined‑up and responsive. This supported positive experiences and outcomes for people using the service. One staff member said, “Seeing the same people each week helps to build trust and continuity of care.”

People spoke positively about the coordination and continuity of their care packages. One person said, “We have started to get the same faces. We have got regular carers now.” Another person told us, “They are every punctual. Always complete tasks and if they need to do more, they will continue.”

People's communication levels were assessed and recorded. Care plans detailed how people were able to convey their needs and wishes, and any support people would need to do so.

The provider complied with the Accessible Information Standard (AIS). The AIS isa law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Communication preferences were identified, recorded, and reviewed, including audio formats for people with visual impairment. Information was stored securely and shared appropriately in line with General Data Protection Regulations (GDPR). GDPR is a strict European and UK law that protects your personal data. It gives you control over who collects your information and how it is used. Staff were trained to ensure information was accessible, confidential, and tailored to individual needs.

People and relatives knew how to give feedback about their experiences of care.

People were informed how to raise concerns and provide feedback. While there were no formal complaints recorded, one medication concern was managed openly and in line with the duty of candour. The duty of candour is a legal and professional obligation for health and social care providers to be completely open, honest, and transparent with patients (or their families) when something goes wrong with their care that causes, or has the potential to cause, significant harm. One person said, “I just call and they deal with the problem straight away. (The manager) would get back to me and sort it out, but it’s very rare I have a problem.”

Feedback mechanisms included quality review forms and spot checks. Learning from concerns was shared and actions taken to improve practice. One staff member said, “I explain concerns to the client, report to the manager, and document everything.”

People could access care, treatment and support when they need to and in a way that worked for them, which promoted equality, removes barriers or delays and protects their rights. Adjustments were made to accommodate cultural, religious, and communication needs.

The service demonstrated compliance with equality and human rights legislation. Policies, training, and care planning reflected a commitment to equitable access for all.

People experienced care that respected diversity and individual identity. Equality impact considerations were embedded into care planning and service delivery.

Feedback and outcomes indicated that people felt valued and respected, contributing to improved wellbeing and satisfaction. The provider had an ‘Equality and Diversity’ policy in place, and staff practice and feedback showed a focus on maintaining equality for all those being supported.

When it was required, the provider considered and assessed people’s advanced wishes for the future and life changes.

The provider worked with professionals in continuing health care to support people who had been identified as needing end of life support. Information and guidance from these professionals had been incorporated into people’s care planning. Staff were alert in identifying deterioration in people’s health and referrals to GPs were made in a timely fashion. Care plans were updated to reflect changing needs and preferences. This ensured people were supported sensitively and in line with their wishes.