A3 Care 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 newly registered service. 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 registered manager and the staff made sure the person was at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in the person’s needs. They worked together to ensure the person could receive the most appropriate care and treatment for them as the service made reasonable adjustments where necessary.The person remained in control of the care and support delivered to them and included their family as part of the process. The person and their relative told us they were happy with the quality of care they received. They said, “Yes, [staff] practice person-centred care which is evident because everything he needs is in place and I have copies of his care plan and documentation” and “Person-centred care revolves around my needs and choices always, all documented in my care plan of which I have a copy, all the information is clear and I can still read and write.” The person’s plans of care included information regarding their physical, mental, emotional and social needs and how to support them. Staff understood the importance of providing individual and co-ordinated care and support that would have positive effects for people.

The registered manager and the staff understood the diverse health and care needs of the person and their local communities, so care was joined-up, flexible and supported choice and continuity.Staff told us they kept a daily diary for the person in which staff recorded any activities, to keep everyone involved up to date.The person and their relative were positive about receiving continued care based on their needs. The person received care and support that was co-ordinated, and everyone worked well together. The person and their family were in control of their care and support and were supported by the staff and the registered manager. The person’s care and treatment was delivered in a way that met their assessed needs from the services that were co-ordinated and responsive. The person’s records were kept so staff could share information with other professionals, as required, to aid continuity of care, support, and treatment.

The registered manager and the staff supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The relative noted, “Some of the words in the plan are long but overall, it is easy to understand.” The person agreed their records were accessible, and they were able to review the information.The registered manager was not fully aware of the Accessible Information Standard (AIS). Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the AIS. The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers.The service did not support people who were publicly funded. However, the registered manager acknowledged this was something they needed to look into further to ensure they were meeting the standard if and when they started supporting other people.The service identified the person's information and communication needs by assessing them and recording this in their care plan. Staff were aware how to help the person communicate their wishes and feelings.

The registered manager and the staff made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved the person and relative in decisions about their care and communicated daily with them. The person and the relative were able to contact the registered manager to raise any concerns.The person and relative felt confident that if they complained, they would be taken seriously and treated fairly. They told us, “I have never had to raise a complaint but, if necessary, I would see or e-mail the manager and I am sure [they] would respond appropriately and action any concerns” and “No, I have never had to make a complaint ever. I can speak to the manager anytime or e-mail, [they are] very good at getting back to me and return messages very quickly.” The registered manager took feedback and any concerns seriously and would use this as an opportunity to review and improve the quality of the service. They also told us they encouraged everyone to come to them to ensure they were able to capture any issues in a timely way.

The registered manager and the staff made sure that the person could access the care, support and treatment they needed when they needed it.The person's needs were monitored appropriately to ensure their health needs were responded to promptly if any changes occurred. The registered manager and the staff worked together to oversee their needs and respond effectively. Staff knew when to take action promptly and work with the registered manager so they could make referrals to other health and well-being professionals to address any issues with their health or changing needs. This helped the care for person's health and wellbeing be proactive and organised well.

The registered manager and the staff 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 person’s care, treatment and support were organised and managed in a way that promoted equality and ensured their rights were protected. The person and their relative were supported to give their views about their experience to ensure they had a positive experience while using the service. The registered manager was in regular communication with them to ensure any issues or queries were picked up and addressed without delay. Staff gave us examples of the how the person was empowered to make daily decisions about their care. The person said, “I am very, very, very happy with A3 Care Ltd, I like a small company, and they can support me well.”The registered manager understood there were diverse groups of people who may start using the service and a staff team supporting them which could have opportunities for discrimination. However, the registered manager also told us how they managed this to ensure the person, their family and staff were included and supported. Staff noted they had not experienced any discrimination.

The registered manager said people would be 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 care. This was also reviewed during initial assessment to ensure the service was aware of any specific wishes.The person was supported to make informed choices about their care. They would plan their future care with support from families and the staff when needed. The person had regular reviews of support and plans of care with their family and the service.