Blue Coral Healthcare 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. At our last assessment we rated this key question good. 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’s care plans and risk assessments reflected people’s physical, mental emotional and social needs. Information was person-centred and comprehensive. People were spoken with at regular intervals about their care documentation and were able to request the care that mattered most to them. A person told us, “Yes, the [registered manager] went through my care plan with me and asked me what I wanted."

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 service users care provision was managed by 4 staff members, which enabled consistency and continuity in care. One person told us how they had built a positive relationship with a staff member who carried out most of the person’s care calls. People told us care was delivered on time, and any changes were promptly communicated to people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed as part of the initial assessment; this informed staff on people’s needs and preferences and how information was to be shared appropriately with people. Staff told us they were aware of how to adapt conversations to support people and were knowledgeable about providing information in alternative formats.

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 told us they knew how to raise a complaint about the service and felt the registered manager listened and made changes as a result. One relative commented, “I’ve reported things to the manager, and they’ve acted on things and kept me in the loop about any changes."

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights.

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. Policies on equality and diversity were up to date and available to staff. Staff had received training on the Equality Act and Human Rights legislation. Staff we spoke to were knowledgeable on how they should ensure people could receive the same quality of care from the service and told us, “I follow the same high standards for every person, respect individual differences, follow care plans, and treat everyone with dignity, compassion, and kindness. Policies and training ensure consistency across the service."

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. Information on DNACPR ‘Do Not Attempt Cardiopulmonary Resuscitation’ was kept in the person’s care plan and could be presented to professionals promptly in an emergency.