Akash Training Agency 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 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 that the service was person-centred and responsive to their needs. One person reported that they were now sleeping downstairs as their mobility had deteriorated and this whole situation had been facilitated by the care and actions of the service provider.

The provider ensured overall care was responsive and tailored to each person’s individual needs, preferences, and circumstances. Staff knew people well and responded promptly to changes in need, acting to minimise discomfort, concern, or distress.

Staff work collaboratively with external professionals to ensure timely access to appropriate support. People are supported to make choices about activities, community involvement, and daily living, with co-production used to plan meaningful opportunities.

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.

Care records were thorough and holistic and included input from families and other professionals. Staff had received training specific to their role and specialised in relation to people's specific health needs. This helped ensure consistency and continuity of care.

The provider referred people to other professionals such as district nurses when needed, so care was well-coordinated. The registered manager told us visits could be rearranged to coincide with those from other services if this was requested.The registered manager and staff worked well with other agencies to make sure people’s needs were met.

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

People had communication plans in their care records which identified how best to support people to engage. Staff were skilled and patient when supporting people and took time to understand how best to communicate with them. We saw care records in relation to communication needs had been reviewed and updated in response to staffs’ observations.

One person’s relative told us, “My [relative] has (specific health condition) and has slow processing of signals. [Registered manager] knows that and allows my (relative) time to process information. They communicate very well with them even though they are not able to verbally communicate. We have formulated choices as a question so that they can just give a thumbs up or thumbs down.”

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.

Staff involved people in decisions about their care and told them what had changed as a result. There were processes in place for the staff and management team to learn from complaints and concerns and use them as opportunities for improvement. However, there were no complaints raised by people or their relatives.

People and their relatives were encouraged to complete an online survey about the quality of the service provided. The feedback was overwhelmingly positive. A person’s relative praised the service, “(Staff) bought shopping for (relative) when not part of agreed tasks, taken (relative) to hospital when advised to attend for emergency care, phoned in between visits to check on (relative) when they were not well and kept close eye on them.”

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

The provider made sure people could access the care, support and treatment they needed when they needed it. Care records showed appropriate referrals had been made to specialist services, and people attended routine medical check-ups and annual health reviews. Managers and staff worked with health professionals to make sure people had effective care. For example, liaising with GPs and occupational therapists.People’s care and support packages were continually monitored and reviewed to ensure any changes in people’s needs were responded to quickly and appropriately.

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 ensured people were supported to have equitable outcomes. The provider had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination. The registered manager ensured staff received awareness training in relation to the Human Rights Act 1998, the Equalities Act 2010, the Mental Health Act 1983 and Mental Capacity Act 2005. This helped ensure staff understood how to support and enable equity in people’s experiences and outcomes.

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 inspection, there were no people receiving end of life care. Where people had discussed their end-of-life care wishes, this was recorded in their care plans. The provider encouraged people to think about the future and supported people to make decisions about what might be important to them.When people wanted to express their wishes about cardiopulmonary resuscitation, they were supported to do so and were able to change their mind if they wished. Information about their wishes was recorded in people’s care plans.