Care Never Sleeps 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. 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 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 told us they received care that was person-centred and met their needs and that they had been regularly included in decisions about it. One relative also explained to us how the provider had adapted the care their family member required when their health deteriorated. They concluded, “The service provided enabled [family member] to stay in their own home and receive 1 to 1 care on a 24/7 basis as needed. This was very important to [family member].”

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. We saw that staff had received training in topics that may affect the group of people the service was supporting and people’s relatives told us staff were effective at meeting and understanding their family member’s needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs had been assessed, and we saw that they were provided with information on the service to help them make decisions and choices. The provider confirmed information was available in different formats to meet people’s individual 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. The provider had many mechanisms in place to allow for people to share feedback on the service they received including monthly visits, formal reviews, questionnaires and informal discussions. We saw that complaints were taken seriously, investigated and responded to with follow up checks completed to ensure the action taken remained successful at rectifying the concern. People told us they would feel comfortable raising concerns with one relative who had previously raised a concern telling us, “I have felt comfortable raising concerns which have always been addressed very quickly and to my satisfaction.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received effective care and support from a small group of staff who arrived on time, stayed for the allotted time and delivered person-centred care that met people’s preferences. One relative told us how flexible the service was in meeting their family member’s needs; they said, “The management is attentive and has consistently shown great flexibility in meeting our needs as a family.”

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 told us they received a bespoke service that paid attention to their individual needs. Staff had been trained in topics that affected the group of people they supported and demonstrated they understood the challenges they faced. The training included equality and diversity as part of staff’s completion of the Care Certificate. The Care Certificate is a set of standards for social care workers that ensures they have the essential knowledge, skills and behaviours to deliver safe, compassionate care.

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. We received positive feedback on the end-of-life care provided by the service; however, no care plans were in place for such events. This was discussed with the registered manager who provided assurances that they understood the importance of this and would ensure they were in place going forward.