Handley Care Services Limited

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 inspection for this service under supported living services. However, the previous inspection referred to the exact same location and was rated good. 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.

People were involved in planning and making shared decisions about their care and treatment. For example, one person shared their experience with us that they were offered real choice about things, and their preferences were always accepted, stating, “I know I can help and do things, but sometimes I choose not to. But they [staff] are always kind and try to encourage me.”

One relative explained how staff were mindful of their relatives’ daily needs, explaining the options for different activities; whilst being mindful of the need for adequate downtime and rest as their relative is getting older. Care plans were person-centred, reflected people's preferences and contained clear information about their needs. Staff supported people as required, to understand different care and treatment options. People’s care plans reflected their physical health, emotional, and any social needs, including those related to protected characteristics under the Equality Act 2010.
 

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’s specific health and social care needs were assessed and recorded in their individual care plans. Staff supported people’s care to be well co-ordinated and were proactive in ensuring people were protected from discrimination. The provider understood the diverse health and social care needs of their local communities, including those with protected characteristics under the Equality Act 2010.

The provider and staff worked well with other external health care agencies to make sure people’s needs were met. Feedback from professionals confirmed partnership working was successful, stating, “Staff have been open about any needs and changes and made contact with us when there have been equipment issues for instance, so that we can guide or visit.”
 

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

People’s individual communication needs were assessed and recorded in their care plans as a guide for staff to refer to when needed. The provider was able to give people information in a range of different formats or languages if that was identified as a communication need for a person.

Relatives confirmed information was available and they were kept updated by staff in relation to their relative, “Yes, if there were any problems or concerns, I wouldn’t have a problem going to them. They keep in touch quite a lot with us.”
 

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.

People told us they knew how to complain if they were unhappy with the care service they received. Feedback was sought on a regular basis and was inclusive of people, relatives and visitors to the service who could also contribute to the process.

Where people had raised concerns, they confirmed that they received a response and staff acted quickly. For example, in relation to cleaning, “I raised it at a meeting about 4 or 5 weeks ago. They said they would put a cleaning rota in place.” And another confirmed, “Usually everything runs so well I don’t really need to ask to change anything. When things change, we discuss it between us.”

The provider had a complaints policy and procedure in place and people were given information about how to complain. The provider saw learning from complaints and concerns as an opportunity for improvement and regarded this as a positive process.
 

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

People had equal access to care, treatment and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments. The provider and their staff were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment, and support, whether this was from the wider society, within organisational processes and culture, or from individuals.
 

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.

The provider ensured their staff received training relevant to the care needs of the people they supported. This helped ensure people were supported by staff who were skilled and able to support them to achieve their required care outcomes. Staff also received training in equality and diversity awareness, the Equalities Act 2010 and the Mental Capacity Act 2005. This helped ensure staff understood how to support and enable equity in people’s experiences and outcomes.
 

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.

People were supported to make informed choices about their needs and plan their future care where this was relevant to them. The provider had an end-of-life policy which would guide staff in the event of this being necessary. Staff recognised not everyone wanted to discuss these matters with them. However, they were reviewing how to ensure people’s wishes were captured.