Independent Support & Care Ltd

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. Their care plans were person-centred, drawn up with the involvement of the person so they covered their individual needs. Staff understood how to support people in a person-centred way. People told us they were happy with the care they received. One person told us, “I can trust them [staff], that’s something I have not always had with other agencies.”

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 provider worked with people and their relatives to provide consistent and person-centred care. People’s needs were understood by staff. People were supported to access healthcare services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Not all people who used the service spoke English and the provider provided information to them in different formats. For example, we saw key documents such as the service user guide and complaints policy produced in different languages. In addition, staff were often able to speak the same language as the person other than English.

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.

There were systems in place to facilitate communication between people and the provider. People told us they had contact with the registered manager and that they could raise issues with them. In addition, the provider carried out surveys of people to seek their views on the running of the service. There was a complaints procedure in place, although people told us they had not had to make a formal complaint. People told us when they had raised issues these had been dealt with. One person said, “When they first started I complained to the carer because they were not doing things properly and they then did it properly.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had access to the care and support they needed. The provider supported people in areas such as personal care and meal preparation. This was done in line with people’s assessed needs. The times that people received support were agreed between the person and the provider, so they got support at a time they needed it. People were positive about their support.

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’s equality and diversity needs were covered in their care plan. This included people being able to choose the gender of their care staff. The provider was also often able to provide staff who spoke the same language as the person, including languages other than English.

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.

At the time of our inspection the service was not providing support to anyone who required end of life care, although the registered manager told us this could be provided in the future in required. The provider had an end of life policy to help guide staff practice in this area.