Apace Support 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 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 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received person-centred care. Their care plans were person-centred, drawn up with the involvement of the person so they covered their individual needs. Staff understood how to support people in a person-centred way. Relatives told us they were happy with the care provided.

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 worked with people and their relatives to provide consistent and person-centred care. People’s needs were understood by staff.

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

Both of the people using the service at the time of inspection spoke and read English. However, this was not their first language, and they were both supported by staff who also spoke their first language. Relatives told us this was something people valued and appreciated. People did not require written information to be provided in any formats other than English, but the registered manager said this could be done if required.

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 had the opportunity to be involved in planning their care and were able to give feedback. People and relatives were involved in their pre-care assessment and developing their care plans. The registered manager told us they had regular contact with people and relatives. This was confirmed by relatives we spoke with. A relative told us, “[Registered manager] asks me all the time if there is anything I want to talk about, if everything is going OK.”
 

The provider made sure that people could access the care, support they needed when they needed it. People had access to the care and support they needed. The provider supported people in areas such as personal care and meal preparation. This was done in line with people’s assessed needs. The times that people received support were agreed between the person and the provider, so they got support at a time they needed it. People were positive about their support.
 

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 were involved in planning their care and had on-going contact with the registered manager. This meant people were listened to so care could be tailored to their individual needs. Care plans included needs related to equality and diversity, such as religious beliefs and preferred foods.

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 our inspection the service was not providing support to anyone who required end of life care, although the registered manager told us this could be provided in the future if required. The provider had an end-of-life policy to help guide staff practice in this area. People’s care plans had a section on end-of-life care, however, it was noted in these that people had said they did not wish to discuss this topic.