Head Office

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 registered manager and staff 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 reflected people’s physical, mental, emotional and social needs. They evidenced that people had been involved in sharing information on their preferences, likes, dislikes and how they wished to receive care. Care plans were regularly reviewed to ensure staff could respond to any changes to people’s needs.

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 registered manager explained they currently did not work with other health and social care professionals. They did recognise that as they took on more packages of care, they would need to work closely with other agencies such as GPs and district nurses to ensure people received consistent care and support.

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

Care plans contained information on people’s preferred methods of communication. The registered manager explained that as the service grew, they would develop information to ensure it was accessible to those using the service. This could be in different formats such as large print or easy read.

There were opportunities 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 opportunities for people to feedback on the service. The provider had procedures to investigate, review and respond to complaints. The registered manager explained they took all complaints seriously. They explained the process they would follow to investigate any concerns raised which included formally acknowledging the complaint in writing and explain the process and timescales to the person.

As the service was currently small, people using the service had regular opportunities to feedback to staff and the registered manager. The registered manager explained that as the service grew, they would introduce surveys for people using the service to complete, alongside care plan reviews and telephone calls from office staff.

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

The registered manager told us that people could access the care, support and treatment they needed when they needed it. staff had appropriate access to support in case of emergencies and a contingency plan was in place.

Care plans contained information on how people communicated their needs. The registered manager explained how they would work in partnership with other agencies to ensure people’s needs were met.

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 received training in equity, diversityand spot checks were completed to ensure staff understood to treat people fairly and equally.

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.

The service was not providing any end-of-life care at the time of assessment. The registered manager explained they hoped to provide end of life care to people. They explained this would be part of people’s assessment and care planning and staff would receive the necessary training.

People were able to plan for the future and share their goals and aspirations. This included what support people needed to maintain their independence and improve areas of physical and emotional wellbeing.