Archived: Welcome Care and Support

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 service met people’s needs.

This is the first inspection 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. Relatives told us staff knew people’s needs and responded to any change of their needs. Care plans reflected people’s needs. However, they needed to provide detail with guidance for staff of how outcomes to be achieved including what support staff needed to provide and what person could do themselves to help promote the person’s independence. A relative told us, “Staff follow the care plans, and I have added some care plans they follow as well.” A staff member commented, “Risk assessments and care plans are on the electronic nurse buddy system.”

Staff 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 staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. People received care and support from a group of the same care staff which enabled continuity. A relative told us, “We have the same staff and [Name] knows them.”

Staff 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. They told us information could be made available in different formats. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service had a system in place to seek feedback from people and their loved ones.

Staff at the service made sure that people could access the care,supportand treatment they needed when they needed it.The service worked with other professionals to support peopleand to ensure they had any equipment they needed.People's care records showed they had access to care and support, and referrals were made for treatment when they needed it.Feedback was positive about the effectiveness of communication. A staff member told us, “Communication isvery goodwe have electronic app on our telephone for the care records and rosters.We get phone calls fromthemanageras well.”Systems were in place to help ensure people and staff received supportin the event ofan emergency. An on-call service was available when the office was closed.A relative commented, “I know there is an on-call system if needed.”

Staff and leaders actively listened to information about people whowere most likely to experience inequality in experience or outcomes and tailored their care,supportand treatment in response to this.People and their relatives did not report any concerns in relation to any experience of discrimination and inequalityfrom the service.Theytold us they were confident to speak with staff and the leadership team about things which mattered to them andimpactedon their health and well-being.Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs.People’s carerecords includedinformation around people’s identity, things which were important to them, theirwishesand relationships they wanted tomaintain.

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 records documented people’s plans for future care.