All Care (UK) Limited Isle of Wight

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 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. Care plans, discussions with care staff and the office team showed people were considered as individuals and care was planned around them. Staff confirmed they usually had sufficient information about people to enable them to support them safely. Most people were funded via the local authority. The registered manager described how they had some flexibility to provide short term/emergency increases in care packages and then get the funding retrospectively approved. This meant there was no delay in people receiving additional care where required.

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. External professionals told us they were contacted appropriately, and the management team understood how and when to share information or make referrals for specialist assessments or support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's communication needs were identified during their initial assessment and were documented within the care records. Care records provided information about people's communication requirements and any additional equipment such as hearing aids that may be required. People told us there was information in the folder left by the service in their homes which they could use to access information if required. Most people and family members did not identify any communication issues with care staff.

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. A family member told us, “They let me know about anything they notice with my relative for example, a week ago they noticed that they had swollen ankles, and one leg was colder than the other, so I phoned the surgery, and they came straight round.”

The provider had a complaints procedure in place with people and family members provided with information as to how to complain via the service folder left within their homes. People and family members were also able to raise concerns via surveys or during visits to them by senior staff for care reviews or field supervisions of care staff. There was a process to record and investigate concerns and complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the registered manager and office staff showed they understood how to access specialist health or social care support should this be required.

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 told us they had undertaken a range of training, including dementia and communication training to help them understand people’s individual needs. Care staff had also undertaken equality and diversity training. People and family members did not identify any concerns around discrimination or protected characteristics.

People were not always 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. The service could provide end of life care where this became appropriate. Assessments included a section for end of life wishes and information although all those viewed stated this would be discussed ‘at a later time’. A family member of a person with cancer diagnosis told us, “We've not had any end-of-life care conversations with the care agency, but the local hospice did come round, and we have filled out all the forms for them.” Care staff confirmed they understood who may have a DNACPR in place and care plans included information where this was kept in the person’s home.