Purbeck Personal Assistants

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

People and relatives told us they were happy with the care provided and it was delivered in line with their wishes and preferences. People’s life histories, preferences and interests were recorded in their care plans. Care plans were reviewed and updated. Comments from relatives included, “At the moment it gets reviewed fairly frequently”.

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.

A staff member told us, “I believe there is a good continuity of care for the people we support. Everyone has an individual care plan that is regularly updated… We also regularly liaise with healthcare professionals.” Staff liaised with external professionals involved in people’s care when needed.

Relatives told us people were supported by regular staff who understood peoples care needs.

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

Staff told us care plans contained all the information they needed to support people’s individual needs. They also told us the provider informed them of any changes to people. The provider had an Accessible Information Standard policy. 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 if required, information could be produced in line with people’s 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.

People and their relatives knew how to make a complaint. The service had a complaints policy and procedure in place. The provider actively sought feedback.

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

The provider had an on-call service which enabled people to access care outside of usual working hours. The service contacted relevant professionals for support, ensuring people received the support and treatment that they required. Relatives told us people were supported, if required, by the provider to access support from relevant healthcare professionals.

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 and relatives provided positive feedback to us about the service. The provider actively sought feedback from people and their relatives. An equality and diversity policy was in place to support equity in experience and outcomes. Not all staff had completed their equality, diversity and human rights training. The provider told us they were reviewing staff training.

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.

People were supported with their care needs at the end of their life. There was an established process for supporting people in the last days of their lives. Care plans detailed people’s wishes and the service worked well with external professionals. People’s decisions about emergency treatment were recorded. However, people were not always given the opportunity to plan in advance, so they could make informed decisions about their future, including at the end of their life.