Rise and Shine Services Limited

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.

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.

External professionals and relatives told us staff understood what was important to the people they supported. One professional commented, “Care plans are person-centred, with great attention to detail, especially regarding risks.”

Processes were in place to ensure care was personalised to individual needs, and this was clearly evidenced in documentation. Care packages were reviewed regularly to ensure they remained aligned with people’s needs. Staff demonstrated an understanding of the provider’s objective to deliver person-centred care and consistently acted in line with this.

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.

The provider demonstrated strong partnership working and effective communication to support holistic care. The registered manager and staff worked collaboratively with other health professionals involved in people’s care to ensure a consistent approach. One external professional told us, “[Person] is supported to attend health appointments, outings, and all activities of daily living. Family and neighbour are closely involved, and [the registered manager] ensures there’s regular communication with the family as often as possible, either via their company’s online system [which they supported the family to set up] or through WhatsApp calls.”

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

Although information in alternative formats was not currently required, the provider told us they could make information available in different formats or languages if needed. Staff had received communication training to ensure they could effectively support people’s individual needs.

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.

A complaints process was in place, and investigations were carried out where concerns were raised. Improvement plans were developed and implemented when required. Surveys for people and their relatives were available to gather feedback, and verbal feedback was recorded in care records. Relatives told us they were involved in discussions about care, and regular staff meetings were held to share information and updates.

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

Staff understood people had the right to be treated equally and fairly. They demonstrated a good understanding of individuals’ diverse cultural and spiritual needs and how to protect them from discriminatory behaviours and practices. Care plans contained detailed information about people’s wishes and preferences regarding how their social, cultural, and spiritual needs should be met. This ensured staff had clear guidance on supporting people in line with their individual values and beliefs. Training records confirmed staff had completed equality and diversity training to help prevent discriminatory practices and promote inclusive care.

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 provider explained how people they supported could experience inequality, particularly those with physical disabilities or mental health conditions. Relatives were actively involved in shaping care packages to ensure cultural needs were met, and the provider had ensured these requirements were implemented in practice. This demonstrated a commitment to inclusive, person-centred care.

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 our assessment, the service was not supporting anyone requiring palliative care. However, the registered manager explained how they work in partnership with GPs, district nurses, and other healthcare professionals to ensure people receive dignified, pain-free end-of-life care. Staff received training in end-of-life care and would receive supervision when supporting someone at this stage. Conversations with staff confirmed their understanding of these processes.

End of life care plans were in place for people identified as approaching the end of life, and wishes were recorded for all people, with family involvement where appropriate.