Flawless Care Services Ltd - Vale House

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 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. Care plans gave a history about people and their health conditions. People's likes and dislikes were included in their care plans. One staff member said, “People are always supported to make their own choices about their care and daily life. They decide what they wear, what they eat, what activities they do, and how they want their care to be given.”

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. There was evidence of staff working alongside healthcare professionals to achieve safe and effective care and support. Staff communicated well with external healthcare professionals and followed their guidance. Systems were in place to ensure support packages were undertaken without delay when circumstances had changed. For example, leaders worked with the hospital discharge team and social workers to ensure there was no delay in fulfilling packages of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to information about the provider and their support package. The provider worked in line with the General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) to evidence people had the right to be informed, access their information and the right to object. The policies ensured people’s information was stored and provided in line with current standards. However, 1 relative felt they did not have easy access to care documentation. We raised this with the management team who told us they were in the process of implementing an electronic system which would make documentation easier to access.

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 and relatives had several opportunities to give feedback including 6 monthly surveys and time was given to people and relatives following a spot check of the staff members performance, to ensure they were happy with the support they received. We saw complaints had been raised and the provider had taken appropriate actions to reduce the incidents reoccurring and to learn lessons to prevent similar concerns being raised. The service user guide included information about the complaints procedure and what people should expect if they raised any concerns.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The management team told us they ensured equality in all care situations to reduce barriers to care, such as language, cultural needs and mobility. All carers were provided with emergency contact numbers and clear guidance for out-of-hours situations. Policies and procedures for emergencies were accessible in the staff handbook and care plans. Staff were trained to respond promptly to people’s needs and escalate concerns according to protocol, and to always ensure people’s safety.

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 and leaders supported people to reach their desired goals, using small, measurable and realistic targets.

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. Staff received training and support to ensure they were compassionate and preserved people’s dignity. The management team told us they would work alongside external professionals to support people at this stage of their lives.