Black Horse Care Limited

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 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 told us care was person-centred and met their needs. A person said, “[Staff member] does all the care that is needed. I would recommend them to anyone; they are really good.” The same person added, “They sent me a little gift on my birthday.” A relative told us, “It’s perfect. This is the fourth [care service] we’ve had. This is the best one. The carers look after [person]. They never rush things. We have peace of mind with them.”

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. The provider worked with people and their relatives to provide consistent and person-centred care. People’s needs were understood by staff. The provider told us they tried to ensure people had the same regular care staff to ensure continuity of care. Staff told us they read people’s care plans to help understand people’s needs.

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

Adults who used the service spoke and read English and did not need information provided in alternative formats. Children were supported by their parents in ensuring they received any relevant information, although they too spoke English.

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.

The provider had a complaints procedure, and we found that complaints had been dealt with in line with the procedure. People told us the registered manager regularly sought their feedback. A person told us, “They [registered manager] do their own little inspections. They ask me if I’m happy with the care, how are the staff treating me.” A relative said, “Every few months [registered manager] comes to visit, to make sure everything is running smoothly. [Registered manager] phones and emails a lot too.”

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

People were supported in line with their likes and preferences to access community facilities. A member of staff told us, “I take [person] to the farm, they like to see the animals. I also take them to the park. The registered manager told us people were also supported by staff to attend medical appointments.

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 provider met people’s needs around equality and diversity, for example, by preparing foods that reflected the person’s culture, in line with their wishes. People were also supported to pray, and staff wore shoe covers when supporting some people in line with the person’s religious beliefs. People were also able to choose the gender of their care staff. There was a policy on equality and diversity to help guide practice in this area.

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 provider had an end-of-life policy to guide practice in this area. Staff had also undertaken training in end-of-life care. The registered manager told us no one was receiving end of life care at the time of our inspection.