Afon 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 and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People had a detailed comprehensive care plan to support their delivery of person-centred care. The registered manager worked closely with people and relatives to find out as much information as possible, to ensure care was tailored to their needs. People’s care records contained specific information about how to support them. This included for example, which moisturisers should be applied to their skin and how to support with meeting their specific cultural needs. The registered manager had built good relationships with the person. They helped people to celebrate birthdays and had attended birthday parties.

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. People were supported by continuity of staff. Only 1 person was being supported by the same staff member, who knew the person well. Care records contained information about the care tasks to be carried out at each visit and how the person wished to be cared for. Written notes recorded information about the care carried out at each visit. This included support with personal care and wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard and ensured information was available in different formats. The Accessible Information Standard sets out how providers should ensure people with impairments or sensory loss can access and understand information. People’s care records and information was available in different formats including large print, if needed.

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 given a copy of a service user guide when they started with the service. The guide contained information about how people should make a complaint, the expected timescales for a response and what to do if they remained unhappy. The registered manager had not received any complaints about people’s care, however a clear process was in place, should any be made.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported in a consistent way, and people’s care plans included information about their diverse backgrounds, communication needs and other personal needs and circumstances.

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 monitored and evaluated the outcomes of people receiving care. Regular reviews of people’s care took place ensuring they were meeting the person’s needs and where required adjustments were made. A relative told us, “There has been reviews of the care plan and copies of reviews have been provided.We have been kept up to date with mother’s care by Afon.”

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. The registered manager asked people and relatives for information about people’s wishes, to help them plan for the future. This included information about if people wished to be resuscitated and if they were for hospital admission. They acknowledged that some people did not wish to share this information with them, due to their beliefs.