CaringSmart Ltd - Dorset

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.

There was detailed information within people’s care plans about the support they required. This included the use of any equipment, meal preferences and specific instructions to ensure safety.

Staff were able to explain what person-centred care meant to them. This included the importance of considering the person’s individuality and acknowledging everyone was different, so their care needed to reflect this.

People and relatives told us they had built positive relationships with staff, who knew how each person liked their support to be delivered. Staff said they had learnt what was important to each person, so ensured their preferences were respected.

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 and staff team told us they worked closely with a range of other health and social care professionals. This included timely referrals being made to community nurses and occupational therapists. They said established relationships meant advice about a person’s needs could be requested directly, often without the need for a lengthy referral process.

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

We saw people’s communication needs and preferences were clearly recorded in care plans.

CaringSmart Ltd-Dorset met the requirements of the Accessible Information Standard. Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.The provider told us they were able to provide information in different font sizes, in audio, easy read or different languages. They said they always discussed the person’s communication needs at the initial assessment and thereafter within care reviews.

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 and their relatives told us they were able to give their views about the service. This included informally through conversation or by phone, in care reviews or surveys. Comments made included, “It’s easy. If urgent I phone, if non-urgent I email and they get back straight away.” And “I have an out of hours number if I need it, they seem to be very efficient”.

Staff told us they knew how to raise concerns and access support and were confident they would be listened to. Records showed complaints were dealt with in a timely way, any actions were shared with staff to help improve the service.

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

People told us they received care and support, which was accessible, timely, and considered their individual needs.For example, referrals to specialist services such as physiotherapy (PT) and occupational therapy (OT) were completed promptly. An on-call system was available out of office hours. This enabled people using the service and staff to call if there was a problem or advice was 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.

Staff training had included equality, diversity, and human rights, and their practice was checked through regular spot checks, supervisions, and ongoing support. Policies and procedures were aligned with current equality legislation, ensuring both people and staff were treated fairly, consistently, and with dignity. Staff told us they felt confident delivering care that was inclusive, respectful, and person-centred. Staff had completed equality and diversity training. Policies and procedures supported inclusive practice, reinforced through regular training and ongoing monitoring.

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 this assessment, no one was receiving end of life care. However, the provider told us plans for the future would be considered early, with the person and their family members as appropriate. Future planning, including the person’s individual needs and wishes was included in the electronic recording system. This included recording the involvement of healthcare professionals involved with the person’s care and treatment.