Closer Care Services - Main Office

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 good. At this assessment the rating has remained 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 staff were approachable and accessible to discuss their care, and staff demonstrated a good understanding of people’s individual needs and preferences. Staff knew people well and were able to describe their care needs and the support they required as individuals. Care planning had improved significantly since the previous inspection and provided clearer guidance for staff about how people wished to be supported. People's preferences regarding personal care, nutrition, communication, medicines and support arrangements were reflected throughout the records reviewed.

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.

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

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

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 had taken steps to improve equity in people's experiences and outcomes by engaging with local communities to increase awareness of available care and support services. Leaders recognised that, within some communities, there may be cultural expectations for families to provide care for older relatives themselves, which may affect people's willingness to access formal care services. The provider worked with community groups to promote understanding of care options and people's right to choose support that meets their needs and potentially support the wider family. They had plans to further develop this work to help ensure people from all backgrounds could consider accessing care and support when needed.

Staff had completed Equality and Diversity training. The provider had implemented a new Equality, Diversity and Inclusion policy.

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