K5K Limited t/a Tezlom

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• 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.

People received person-centred care that reflected their individual needs, preferences and circumstances. Staff responded to changes in people's needs and communicated effectively with relatives when concerns were identified. Feedback from people and their relatives was listened to and acted upon, including requests relating to the continuity of care staff. Relatives were positive about the personalised approach provided by staff.

The provider ensured continuity of care. For example, people told us they benefited from continuity of care from regular staff. One relative told us, “We have regular staff and even if someone new comes, they shadow with the current staff and manage quickly. But that has been very rare.” Relatives told us communication was good and managers responded quickly when concerns were raised. The provider worked effectively with healthcare professionals when required.

The provider took account of people's individual communication needs and preferences when sharing information. People and their relatives received relevant information about their care and the service in a format they could understand.

People were given copies of their care plans and key information about the service, including the complaints process and who to contact if they needed. People and relatives were involved in care planning and decisions about care. Managers considered people's communication needs when planning care.

People and their relatives felt able to raise concerns and provide feedback about the service. The provider welcomed feedback and acted on suggestions to improve people's experiences of care. The provider welcomed feedback and acted upon it. Managers responded to requests from relatives, including requests for consistency of staff. One relative said, “I have 3 mobile numbers, and they are pretty quick to respond. I contact them mostly when staff are running late and 1 of them will respond within a minute.” Another relative said, “I never had any issues with them. Even if there are any small issues, they will call and sort these then and there. I can only praise them. It has been only 6 months, but they have been good.”

The provider ensured people had equity in access. People's communication, cultural and language needs were considered during assessment and care planning. Staff were matched to people wherever possible to support positive outcomes.

There were policies and procedures in place to promote equality, diversity and inclusion. Staff and relatives told us people were treated fairly and that their individual needs were respected. The provider promoted an inclusive culture and supported people in a way that reflected their backgrounds, beliefs and preferences. Staff understood the importance of equality, diversity and inclusion and how this supported the delivery of person-centred care. Care records reflected people's individual needs and preferences, helping to ensure support was provided in a way that respected their identity, dignity and individuality.

People's future care and support needs were considered as part of the care planning process. Staff had completed end-of-life care training to help ensure they had the knowledge and skills to support people appropriately should their needs change. Although no one was receiving end-of-life care at the time of our assessment, the provider had arrangements in place to support people and their families to discuss future wishes and preferences where appropriate.