ABR Grace Solutions 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 71 (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. The provider demonstrated a strong commitment to person-centred care, with care plans that were detailed, regularly reviewed, and tailored to reflect everyone's preferences, needs, and goals

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.

Relatives confirmed that they were actively involved in their family member’s care and played an important part in maintaining communication with the agency. They said that staff were kind and caring, and that they were kept well informed about any changes.

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

Care records were stored in people’s home for their own access. The registered manager confirmed information could be provided in alternative formats if required, for example other languages or larger text. However, this was not needed at the time of assessment. Staff had completed training in communication.

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.

No complaints had been received since the service began. However, a process was in place to ensure any concerns would be investigated and used as opportunities for learning. People and their relatives were encouraged to speak openly with staff and the registered manager.

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

The provider had appropriate equality and diversity policies in place. Staff had completed training in this area. This helped them understand the potential barriers people may face when accessing care, and how they could be supported to overcome these.

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.

Staff treated people fairly and with respect, ensuring everyone received care without discrimination. They demonstrated an understanding of people’s individual needs and backgrounds. There was no indication that anyone was treated differently due to their personal characteristics or circumstances. Relatives spoke positively about the care and support provided. They told us staff were approachable, attentive, and took time to build trusting relationships. Relatives said they felt reassured knowing their family members were supported by staff who were kind, patient, and committed to delivering high quality care.

People were not always 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.

Although no one was receiving end-of-life care at the time of the assessment, there were no end-of-life or future planning arrangements in place. The registered manager described what they would implement if this became necessary and stated they would review this area. Staff had not received training in delivering end of life care and support at the time of assessment; however, evidence was provided to confirm this training had been arranged.