Utopia Care Limited - Thurrock Branch

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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 service made sure people were always at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in need. Care plans and risk assessments were regularly reviewed with people to ensure they remained relevant to preferences and wishes for care. Staff told us they knew people well and had access to all the information they needed to provide support to them. We received positive comments on people’s care experience.

A relative told us, “We have a doctor’s surgery that is amazing and Thurrock first are brilliant. Alongside them are Utopia. Utopia are like part of my family support. If I have a problem Utopia are who I call. I know that if I needed emergency help and I couldn’t get round to my [relative] that Utopia would go round to see them for me. Utopia are a massive part of my life now”. A person told us, “The staff are very caring, they will do anything for me, I only have to ask them.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People, their relatives and staff were provided with information which was accessible, safe and secure and supported their rights and choices. Systems were in place which enabled people to either receive information about the service or have their information in accessible formats should they so wish. Management and staff we spoke with told us information for people could be supplied in their preferred format as and when required.

A person told us, “We have an information pack in the house with all the important information we need.”

The service 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 were able to support people to give feedback on the care they received, or people could give feedback independently and anonymously if they wished.

The registered manager gathered feedback from people and relatives in a number of ways, through telephone calls, surveys, emails, face to face meetings and paper-based surveys. The registered manager used an electronic system to create a report to analyse the responses for themes and trends to see where improvements were needed and where compliments had been received, these were passed on to staff.

There was a complaints policy where management investigated concerns and took action to resolve these.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Care plans recorded people’s wishes for the end of their life. This is a process to get people to think about what is important to them at the end of their life so staff can record this and meet their wishes. Where needed the service liaised with the palliative care team and other professionals involved in people’s care. The registered manager ensured all staff had completed end of life training to enhance their skills when supporting people at the end of their life.