Congratulation Quality Care Also known as Congratulation Quality Care And Cleaning Services 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 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 did not always make sure people were at the centre of their care and treatment choices. People’s care records contained information detailing their needs and the support people needed with various aspects of their daily life such as personal care. People’s care preferences were reflected in their care plans which also included information such as their habits, daily routine, likes and dislikes and things that mattered to them most. Relatives spoke positively about the care and support provided by the service.

However, some aspects of care records lacked detail and were not always person centred. For example, care records showed people had specific needs such as vascular dementia, high blood pressure, stroke, diabetes, severe arthritis and kidney disease. However, there was limited information on how it affected people’s daily well being. Fact sheets on these conditions were included in people’s care records, however these contained generic information and were not specific to people’s needs. We raised this with the nominated individual who told us they would ensure care records were updated to reflect this information. We will follow this up at the next assessment.

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 service engaged with health and social care professionals such as the local authority and GP to support people with their health needs when needed.

The provider supplied appropriate information in formats that were tailored to individual needs. People's care records contained information in relation to their communication needs and guidance for staff on how to best communicate with people. Information was provided to people in a way that was accessible and tailored to their individual needs such as pictorial formats for people who required this. A relative told us, “The carers speak [person’s] language and communicate effectively with them.”

The provider made it easy for people to share feedback and ideas or raise complaints about their care. Measures were in place for people to share feedback and ideas, or raise complaints about their care, treatment and support. The service obtained feedback from people and their relatives about the service through care reviews and surveys. Procedures were in place for receiving, handling and responding to comments and complaints. The provider told us no complaints had been received about the service. A relative told us, “I responded to an on-line questionnaire about the service and was very positive, I would recommend them to anyone.”

The provider made sure that people could access the care, support and treatment. People were supported to access healthcare services when needed. The service worked in partnership with key organisations including the local authorities that commissioned the service and other health and social care professionals to ensure people had access and received care in a timely manner.

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. Equality and diversity policies were in place and staff had received equality and diversity training to ensure people’s care, treatment and support promoted equality and protected people’s rights. People’s equality and diversity needs were detailed in their care records and accommodated for such as staff speaking their native language, supporting them to attend their place of worship and accommodating people’s choices and preferences in relation to being supported by a male or female staff member. A relative told us “[Person] sees them like family members. I’ve seen the care at close hand; it is brilliant at being focussed on [person] and in their cultural tradition.”

People were supported to plan for important life changes, including at the end of their life. No one at the service currently received end of life care. The provider told us, if and when required, they would work with people, family members and other healthcare professionals to ensure people's end of life wishes were met and dealt with in a dignified manner.