Britz Health 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 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. People told us the care they received had a positive impact on their lives. One person said, "I know who is coming and they do what I need them to do. I could do with them painting my kitchen too but I haven’t asked for that!!!” Another person told us, "They look after me in the shower, I do it myself but they make sure I am safe. They know what to do and they know I can’t see and they will do anything I ask for as well as everything I need." A family member told us, "The carer staff look after [relative] well and cater for all their needs. They understand their difficulties with mental health issues. The carer staff prepare [relative's] food including sandwiches and microwave meals."

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. We saw evidence the service integrated people into their local community. A member of staff told us how they supported people to access local amenities, "We support [people] to take buses to places of their choosing or personal interest for shopping or we go for walks in the nearby parks and gardens. People go out to have teas and dinner and to socialise in the community and have regular calls and visits from families and friends."

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People had communication care plans in place. People’s records contained information about how they preferred care to be delivered and guidance for members of staff about how to interact with them. The provider had committed to the Accessible Information Standard and provided information, explanations and support to people who have an impairment, disability or sensory loss in the format they required so they could read and gain an understanding of the service they received and things which were important to them. A member of staff told us, "We ensure people's communication needs are assessed effectively through continuous review. For instance, if they need spectacles or verbal or non-verbal aids like Makaton, hearing aids or speech devices, then we update changes in their care plan and involve relevant professionals to provide effective care."

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. The provider conducted regular satisfaction surveys with the people they supported. People were positive in their praise for the provider. One person said, "No concerns. I think [the provider] is wonderful." There was a complaints policy in place and the provider had investigated complaints raised by people and identified learning outcomes for members of staff. People were satisfied with the actions taken by the provider in response to their concerns.

The provider made sure people could access the care, support and treatment they needed when they needed it. Members of staff were responsive to people and ensured they received care and support in line with their preferences and needs. Records showed people were supported with accessing community-based healthcare services if 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. People’s care records contained information about their wishes in relation to how their social, cultural, and spiritual needs should be met. Staff had access to this information and could adapt their delivery of care accordingly. People told us they liked the consistency of their care team, "I have 4 carers who I know really well. It’s important I have the same carers because I cannot see so I rely on voices. Sometimes I will have the same carer 3 times in one day, I like that." Members of staff accessed training around diversity and inclusion. A member of staff told us, "We make sure every individual's choices and preferences are listened to and incorporated into their care plan, this way we can provide person-centred care to every individual as every care plan is different depending on people's needs, choices and preferences."

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. There was a record of people’s decisions about end-of-life care and preferences about resuscitation. Some people had chosen not to provide specific details about their end-of-life care and choices as part of their needs assessment and care planning.