Goldsmith Personnel Limited (East 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 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 received training on person-centred care to help ensure they delivered care and support that reflected people's individual needs and preferences.

People’s care plans fully reflected their physical, mental and emotional needs, including those related to protected characteristics under the Equality Act 2010. People using the service and their relatives were regularly involved in planning and making shared decisions about their care and treatment, ensuring it was centred around them and their 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 provider maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members.

People told us they were supported by regular staff who knew them well. This helped promote continuity of care and enabled staff to better understand and respond to people's individual needs and preferences. People reported, ‘‘I have regular carers. I know their voices now.’’ and ‘‘I have never been let down. They are regular.’’
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider made information available in accessible, safe and secure formats. People were able to access their care records when they wished, in a way they could easily understand.

The registered manager reported, "Our staff are trained in a range of communication methods, including verbal communication, lip reading, and sign language where required. We review communication needs regularly to ensure staff can communicate effectively with people. We also use easy-read materials and pictorial aids, including food pictures, to support understanding and choice."

We found that staff received training in communication, including recognising and responding to non-verbal cues, to help ensure people received information in a way they could understand and engage with. This included easy-read care plans to help ensure information was accessible and presented in a way people could understand.
 

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.

The provider appropriately supported people to give their feedback, share ideas or make a complaint. They actively sought feedback on the quality of the service to encourage and promote regular input from people and their families. The registered manager reported, ‘‘We continuously review the feedback we receive and carry out telephone monitoring and satisfaction surveys to ensure clients remain satisfied with the service provided.’’

People confirmed that the service regularly sought their views and opinions. People told us, ‘‘They ask me for feedback by telephone and by post.’’ and ‘’They did a survey.’’

The provider made sure that people could access the care, support and treatment they needed when they needed it. Reasonable adjustments were made to ensure equal access to the service for all.

Staff supported people to access GPs and other healthcare services when required. This included collecting prescribed medicines to ensure people received them in a timely manner and that their healthcare needs were met. Staff also provided support outside of regular working hours and responded to emergencies when needed. One relative reported, “They go beyond caring for [family member]. Sometimes they stay longer for hospital appointments if they overrun. They have empathy for the clients.” This helped reduce barriers to accessing medicines and healthcare services, particularly for individuals who may have experienced difficulties obtaining their medicines independently.

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.

Care plans promoted equality in people's experiences and outcomes. For example, people with limited mobility had access to specialist equipment and planned support, enabling them to access the community and participate in activities of their choice.

The provider had policies in place that reflected current best practice guidance on equality, diversity, and inclusion. Staff received training to help them understand and promote equality, diversity, and inclusion, and to recognise and respond appropriately to discrimination.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People’s decisions and what mattered to them were reflected in personalised care plans.

People were supported to make informed choices about their care while they had the capacity to do so. For example, decisions regarding cardiopulmonary resuscitation, and information about their Lasting Power of Attorney (LPA) was recorded in the care plan. LPA is a legal document that allows someone to appoint another person to make decisions on their behalf if they are unable to do so themselves.