Pacific and Gold Healthcare Teeside

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 newly registered 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 and relatives told us staff enabled them to make choices and that staff knew their needs well. A relative said, “They do a review. They see how they are doing and if things need to change.”

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. Care plans reflected the involvement and recommendations of health and social care professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs and support were included in their care plans. The provider was able to make information available in different formats if needed.

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. People and relatives confirmed they knew how to complain and felt confident to do so. They also said the provider regularly asked for their opinions about the care provided. A relative told us, “I know how to make a complaint. I have raised concerns and they make changes.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had an on-call system so that people, relatives and staff could access support at any time.

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. People and relatives told us they experienced positive outcomes and an improved quality of life from the care they received.

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. People had opportunities to discuss their future care wishes and these were recorded in their care plans.