Blue Ribbon Community Care in South West London

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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 delivered person‑centred care that placed people at the centre of decisions about their support. People and relatives told us staff asked what they needed during visits and tailored support accordingly. One relative said, “My [family member] knows the carers well. They are very good and ask her what she needs.”

Care plans reflected people’s needs, preferences and routines, and were reviewed regularly to ensure they remained appropriate. This helped staff deliver responsive, personalised care.

The provider supported continuity of care through consistent staffing and coordination, ensuring people's routines were maintained. People and relatives said they received regular care workers who knew them well and understood their needs. For example, relatives described a core team of staff who rotated care effectively.

Documents showed the provider communicated with professionals when people moved between services and reassessed needs during transitions. This supported a joined up approach to care and ensured continuity was maintained.

The provider made information accessible and tailored to individual needs. Documents showed that the provider checked whether people needed information in specific formats, such as largeprint documents, and ensured these were provided. This helped people understand their care and make informed decisions. The provider was meeting the Accessible Information Standard (AIS)which isa mandatory requirement ensuring disabled people, or those with impairments/sensory loss, can access and understand health and social care information.

The provider actively sought feedback and involved people in decisions about their care. People and relatives said they could contact the manager when needed and felt listened to. One relative said, “They listen to my [family member] and ask her questions.” Staff also told us they felt listened to, saying, “ I feel valued. If I were to raise concerns, I believe they would be listened to and taken seriously.”

Documents showed the provider conducted twice yearly surveys, analysed results and acted on them. For example, rota changes were made in response to concerns about punctuality. This demonstrated a commitment to acting on feedback to improve people’s experience.

The provider ensured people could access the care and support they needed without discrimination. Staff told us the organisation respected equality and diversity. One staff member said, “My organisation respects diversity.”

Documents showed there was a clear equality and diversity policy outlining the provider’s commitment to upholding people’s rights and ensuring fair access to support.

The provider worked to ensure people experienced fair and equitable outcomes, recognising and responding to any individual needs that could place people at risk of inequality. Documents showed a detailed equality and diversity policy which emphasised staff responsibilities to respect and promote people’s characteristics and individuality.

This approach promoted consistent, equitable care experiences for people using the service.

The provider helped people plan for significant life changes, including end of life, when this was required. The registered manager explained that when people had end of life needs, a separate care plan was created to ensure wishes and needs were met. At the time of the assessment, no one was receiving end of life care.

This demonstrated preparedness to respond sensitively to future needs.