Aspect Domiciliary 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 service 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 service 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 the care they received was person-centred, and relatives agreed. Staff said they had all the information they needed about people’s needs to deliver safe and effective care. Records showed that each person was central to their care planning, with their preferences and priorities clearly reflected.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they were supported to access the care they needed, including seeing their GP or nurse when required. Relatives felt confident that staff would seek medical help if needed. Staff said they regularly contacted professionals such as GPs, community nurses, and occupational therapists to ensure people received the right support. Records showed involvement from a range of health and social care professionals. Information was shared effectively through handovers, meetings, and messaging systems.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about how each person communicated was clearly recorded in their care plans. Where someone had specific communication requirements, this was highlighted and shared with the relevant health and social care professionals. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS isa law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The service adapted to meet people’s individual communication needs, an example was where they made a telephone call to a person to advise them of their visit time.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they felt involved in their care and support, whether working directly with the service or with their regular staff member. Everyone said they felt comfortable raising any concerns with the registered manager or staff. People and their relatives understood how to make a formal complaint if needed and were confident the registered manager would respond. Systems were in place to make it easy for people to share feedback about their care.

The service made sure that people could access the care, support and treatment they needed when they needed it. People told us they received care and support that was accessible and tailored to their needs. Staff received training in equality and diversity and said they supported people to live the lives they chose. Policies and procedures guided safe working practices and were reinforced through training and regular monitoring.

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 their relatives said they were treated fairly and their rights were respected. Staff had access to multiple channels to raise concerns about any discriminatory treatment. Training, guidance, and spot checks helped ensure staff were regular reminded of their responsibilities. Policies and procedures guided working practices within the service, supported by training and ongoing monitoring.

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 were given opportunities to discuss their care needs and preferences for their later years and end of life. Records showed these conversations were documented, including people’s wishes and any specific choices were respected.