STANDBY24 LTD

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, which was newly registered on 8 December 2023. 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.

Staff provided consistent support to people, in a person-centred way that was specific to their needs. Staff supported and empowered people to develop their own care and support plans and these were reviewed regularly. People’s care and support plans were updated promptly to reflect when people achieved their goals or when their needs or aspirations changed.

People’s support plans, risk assessments and daily records demonstrated that the care and support people received was specifically tailored to each person’s individual needs. Staff took time to get to know the people they supported, as well as their family environments and dynamics. Staff told us they made sure they compiled and followed people’s care and support plans carefully, to help ensure people experienced the best possible outcomes in their lives.

A member of staff told us, “I completed autism awareness training which helped me better understand [person]’s communication strategies and sensory needs. It allows me to adapt activities to make sure the person I support feels comfortable and included.”

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 were in control over who supported them. Where possible, support staff were carefully allocated, to help ensure they shared interests and hobbies with the people they supported. A member of staff told us, “Standby24 always do their best for both staff and client to get along”.

Staff understood the needs of people with a learning disability and autistic people and worked hard to ensure that typical barriers faced by people were removed or mitigated against.

Some people had personalised ‘passports’ for when they moved between services. These were designed to provide important information about the person to external professionals looking after them or interacting with them. For example, it explained how the person communicated, how they may present themselves or react to certain situations, as well as things they may need to help reduce anxiety or distress. External professionals were requested to read the passport and then help identify and implement reasonable adjustments to support the individual to navigate and manage their experience with any services.

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

The provider met the requirements of the Accessible Information Standard. People’s support plans and records were compiled using different formats that were in line with people’s individual requirements for meaningful communication and decision-making, such as text, pictures, objects, audio and video format.

A person’s representative with a visual impairment also told us, “All the carers are brilliant and they make sure I also have information in appropriate formats.”

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.

Staff worked closely with people, their representatives and others important to them, to help them to understand decisions they had made, and to advocate on their behalf when differences arose. A member of staff explained how they and other staff took note of things the person they supported told them, so they could respond accordingly. The staff member said, “It is important to listen properly and take note of what [Name] says. They may say things wrong sometimes, but they don’t lie.”

People and their representatives were supported to understand how to raise a concern or make a complaint when they needed. People’s representatives told us they felt comfortable raising any issues with staff, the registered manager or the provider. A person’s representative told us, “I have no qualms about talking to staff or management if I’m not happy about anything. There have been a few little ‘rumbles’ but these have always been addressed properly.”

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

The provider had a clear ethos for the service, based on human rights, anti-discrimination and equity principles. Staff, people who used the service and their representatives understood these.

Staff we spoke with were strong advocates for the people they supported and told us they made sure people were enabled to have access to health, social and leisure services, resources and facilities as and when they 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’s representatives told us that people were not discriminated against. They said staff worked hard to ensure that, when needed, reasonable adjustments were made, to help ensure people lived fulfilling lives and were also involved in the running of the service.

People’s experiences had been improved because the provider and staff had addressed barriers that people had encountered. For example, a person using the service particularly enjoyed music and a member of staff told us how they and other staff had worked hard to enable the person to attend a music festival. They explained that, despite some unexpected changes, the person had coped very well and enjoyed the experience. The member of staff told us, “Overall, the outing was a success and provided [Name] with an opportunity to enjoy a community event, further developing [their] confidence in social settings.”

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.

Where possible, people were supported to understand and make decisions about their future care and support, including those relating to potential medical and psychological needs and their wishes for the end of their life.

Some people and their relatives did not want to discuss end of life planning. Where this was the case, staff documented the decision, but also established what steps would be taken if there was an emergency.