24/7 Local Care

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 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 supported by staff who knew them well. There was a focus on delivering person-centred care to all people. One relative told us they had asked their loved one about their interests and responded to that by actively engaging them in that activity. They told us, “They [staff] really brought [Name] out.”

Regular reviews of care were in place and completed with people and relatives. The provider also made changes to people’s care and support as and when they requested. One person told us, “I need to make changes sometimes. I need to have my needs met. [Staff] do it.” In addition, 1 staff member told us, “If a person wants change or adjustment, we do it.”

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 were signposted to various community services that could support them. For example, community support groups. The provider was developing plans to form further links with the local community.

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

Care records were up to date and accurate. People told us staff communicated with them in a way which was suited to their individual needs. One person told us, “They have someone to speak our language, Punjabi too. They have English speakers as well. They communicate well with [other family members] then too which is great.” Information was available in adapted formats. People’s care plans were available to them in their homes.

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 manager maintained effective oversight of complaints. They were appropriately reported, logged and investigated. Concerns were appropriately addressed, and lessons learnt to improve practice and prevent reoccurrence. People and relatives told us they felt able to raise concerns and were assured they would be dealt with. Feedback included, “I have raised concerns and been open about them. I told the manager. They have always sorted things out” and “[The manager] loves feedback and straight away they will sort it out if there is a problem, it's one of the best things about it. They see to it straight away.” In addition, 1 staff member told us, “People are listened to it’s really good."

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

People experienced equality in the care they received. The manager and staff understood the needs of the people they were supporting. They were able to support people to access other health services if they needed.

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 culture at the service was one of inclusivity where people’s voice mattered the most. The provider actively sought people’s feedback and used it to improve their experiences and outcomes. Adaptations were made when needed to ensure people’s needs were met.

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.

At the time of assessment, nobody was receiving end of life care. However, people were supported to share their end of life wishes if they chose to. The provider had a policy in place to support this.