Greenways Live-In Care Ltd

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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 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 71 (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 did not always ensure people were at the centre of decisions about their care. For example, relatives told us they had requested a female carer for personal care, but when a male carer arrived the visit was refused, this led to the care call being missed. This showed people’s preferences were not always planned for or responded to in a person-centred way. The provider said they were trying to recruit more staff to meet people’s preferences.

However, care plans included important personalised information about what was important to each person. One health care professional told us they found staff to be person-centred in their approach. Staff had received training in person-centred- care.

The provider said they updated people’s care plans with them and their relative’s when their needs changed.

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.

Leaders said they tried to make sure people had the same team of staff to ensure continuity in care. However, there had been times this had not been possible due to staffing constraints. One professional said, “Communication has generally been clear and constructive, with staff engaging positively in joint discussions and responding appropriately to requests for information. This collaborative approach has helped to ensure continuity of care and effective coordination for the people we support.”

Care records showed staff collaborated with other professionals to ensure people’s needs were met and there was evidence of timely referrals made to health care professionals.

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

Leaders said they helped people to understand the information about their care package. They told us, “If service users struggle to read, we sit with people and go through their care package with them verbally and ask them if there was anything they would like us to change.” Information was clear in people’s support plans about how they were helped with their communication needs.

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.

Records showed the provider followed up on feedback from people using the service and their relatives.

The provider had a complaints policy and process in place which allowed for a quick response. The provider said as a small service, staff were able to keep in close contact with people and respond quickly. The provider said they investigated concerns, responded to the person, offered an apology where needed and explained any actions taken. For example, when someone raised a concern that a staff member had not made their bed properly, the service apologised and provided feedback on the same day about what had been done to put things right. Relatives reported being involved in care planning. However, one relative told us they had not received communication about a concern they had previously raised. We raised this with leaders who said they would investigate this.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care was provided to people flexibly, for example, the provider told us about a person who received healthcare from visiting professionals in their own home because they were unable to go out. This helped ensure the person continued to receive the treatment they required. Staff told us people had equipment in their homes to support their care needs. For example, one person had an adjustable bed which allowed for repositioning.

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.

Records showed staff had received training on Equality, Diversity and Inclusion.

Most relatives said they were listened to. One relative said, “ the seniors often ask for feedback, I feel that all the staff are willing to learn from others, even the managers,” And another relative said, I don’t have any complaints, but if I do I would go directly to the [provider] or the manager, If there are any issues at all I send a message and they work out a plan of action which will work and resolve the issue.

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 provider explained how they involved people and those important to them in planning end-of-life care in a person-centred way. Staff had received training in end-of life awareness which was confirmed in the training records. Care records included details about people’s preference for how they wished to be supported at the end of their life, reflecting individual needs and choices. Records included details of how people wanted to be supported in a person-centred-way.