All4One Care Services 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. This key question has been rated Good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. Managers regularly engaged with relatives and involved health professionals to review a care, where the persons mental capacity limited their ability to actively make big decisions. Managers recognised the importance of supporting people to maintain strong family connections. For example, staff facilitated a person to have daily video calls with loved ones, and managers regularly sent photos and videos of the person undertaking activities. Relatives had fed back that this had allowed them to feel closely involved in the person’s life despite the physical distance.

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.

One person lived in a very rural setting. However, staff had access to a car, so they could take a person to varied health appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff used an electronic care recording system that updated care notes and records in real time, allowing for accurate information to be shared, assessed and acted on by all persons involved in and overseeing a person’s care. Staff were able to show us how this worked and the simplicity of its use.

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 were provided with information about how to raise concerns. When people lacked capacity, nominated relatives would receive regular updates and attend regular care reviews to feedback on the care experience. Managers undertook regular spot checks to ensure the care provided was person centered. Staff were encouraged to advocate for people. One said, “if we see [person] likes something then we let managers know so we can have more of it.”

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

People who were unable to attend appointments in the community could be seen in their own homes. Staff had easy access to external health professional information to ensure if a person required additional treatment they could organise it for them on their behalf.

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 had ensured that all staff had undertaken mandatory training in supporting autistic people and people with a learning disability. This included additional training on associated conditions, such as young onset dementia care.

People were not always 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 and future changes to needs related to progression of dementia.

Staff had not actively considered a person’s needs for planning for future illness, hospital treatment and end of life arrangements as it was assumed that, where a person lacked capacity, a relative would make all the arrangements. However, the operational manager told us they would explore this further with those nominated to support decisions around the persons health.