In Caring Hands Wells

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 received person centred care. One relative described In Caring Hands as, "The most person-centred service that [person] has." Care plans included information about people’s likes and dislikes. Staff showed commitment to providing individualised care. One staff member told us that person centred care meant, “Ensuring that person is at the full front of everything."

The provider understood the diverse health and care needs of people and their local communities, care was joined-up, flexible and supported choice and continuity. Relatives were positive about staff and told us that the same staff carried out the care. One staff member told us, "The relationships we have built with people are beautiful, I am really proud of them." The registered manager told us staff worked with an Occupational Therapist (OT) to improve 1 person’s communication plan. When needed people had eating and drinking plans from the Speech and Language Therapy (SALT) team.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had communication care plans in place. Staff were knowledgeable about people’s complex communication needs.

One relative told us, "They use picture cards and follow non-verbal facial cues which indicate what [person] wants." This meant people were supported to make choices and remain independent in their daily life.

The provider made it easy for people to share feedback, ideas, or raise complaints about their care, treatment and support. There were systems in place to obtain feedback. Staff involved people in decisions about their care. Surveys were carried out and relatives felt able to feedback to the registered manager and staff. People had monthly care plan reviews where concerns could be addressed. Relatives did not raise any concerns with us.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager told us that staff have accompanied people to health care appointments. Staff worked with people and their relatives to identify more suitable community-based activities, and reported improvements have been made.

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 had training in equality and diversity and understood the diverse needs of the people they supported. This promoted inclusive care.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Staff gave examples of positive goals they were working on with people. One staff member explained they were promoting increased independence with toileting and that this was improving. However, we found that these changes were not always clearly documented to demonstrate progress. The registered manager told us they were intending on improving how they plan and monitor goals with people in the future.