Sorted Healthcare Hampshire

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. A relative told us, “[The registered manager] reviews the care. I am so grateful to [staff]”, and explained care was effectively tailored to the changing needs of the person which brought positive outcomes. Staff could explain and provide examples of how they took a flexible approach to providing care, so people’s individual preferences and wishes were included in their support. People’s care plans included personalised information about their likes, preferences and life stories.

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. People and their relatives told us staff worked well with other services involved in care and people’s families. Staff could explain how they escalated any changes in people’s needs to the registered manager who was in regular communication with other health and social care services, as needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager explained how they ensured people, and their families received appropriate information in relation to their care. The provider shared educational materials around different types of needs, health conditions and safety with people and tier families. The registered manager frequently met with people face to face to enable good communication and effective reviews of their experiences of care.

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 relative said, “[Staff] can understand [person]” and explained staff were sensitive to person’s body language and facial expressions to ensure the person was involved in their care and listened to. Another relative explained when they raised their feedback in the past, they felt “comfortable” and the registered manager was “very approachable”, “The concern was dealt with, and I was satisfied with the resolution.” The registered manager was available to people to raise any concerns and acted to resolve them. The provider had a clear complaints policy in place.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager worked well with other health and social care services and supported people and their families to reach out for additional help when needed. The services treated people with dignity and respect, enabling equal access to care when needed, including in emergency situations. This was made possible as the registered manager worked well with social services and supported their staff team ‘hands on’ when needed.

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 told us staff supported them well in line with their individual needs. The registered manager and staff were able to describe how they provided care to people in a way which supported achieving best outcomes without discrimination. The registered manager actively advocated on behalf of people and their families when needed to ensure the care they received met their needs.

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’s care plans included information around their preferences and wishes in relation to advance and end of life care. The registered manager discussed planning for the future and any emergencies with people during the initial care needs assessments.