My Versatile Healthcare 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 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. They decided, in partnership with people, how to respond to any relevant changes in people’s needs.
Care plans were person-centred, and people’s preferences were followed. People were in charge of their own care. A staff member said, “It is important to people I care for, to know what is in their care plan and understand clearly about their care.”
 

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.

Information in care plans helped staff to meet people’s diverse needs. A staff member said, “It is important to respect choices supporting individuals’ decisions even if they differ from your own. Ensure everyone feels welcome and included regardless of their background or situation.”
 

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

People had their communication needs assessed, and staff used the information in their care plans to guide how they communicated with people.

The registered manager said, “Providing information, that is clear, easy to understand is shared about options, opportunities and services, so individuals can make informed choices.”

A person said, “Due to my health conditions I am not always able to have long meetings or conversations, so I receive emails and often communicate in writing, which the management are happy to accommodate.”
 

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 regularly sent surveys to capture their views of the service. The registered manager analysed all the feedback to identify trends and areas for improvement. They said, “We would share results with clients which would foster transparency and demonstrate that their voices matter. This commitment to incorporating client feedback ultimately leads to enhanced care, quality and a stronger alignment with the needs of those we support.” All feedback so far was positive with a person saying, ‘The care provided is excellent.’

The registered manager had not received any complaints but could describe how these would be investigated and responded to if they did.
 

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

Care plans considered people’s health conditions and included information on how to support the individual to better manage their condition. Staff understood people’s specific health conditions and could promote positive support for people.

We saw evidence people were supported and referred to professionals for additional support, such as an Occupational Therapist.
 

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had received training on equality and diversity and understood how to put this training into practice.
 

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 no one using the service who was receiving end of life care. Staff had received training on this subject and demonstrated a good understanding.