Compass Care Derbyshire 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 inspection 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 were actively involved in planning and reviewing their care and support. The person we spoke with was fully able to express their needs, wishes, and preferences, and confirmed that staff listened to them and respected their decisions.Care was delivered flexibly around the person's individual choices rather than fixed routines. Staffing arrangements included overlap periods, enabling staff to respond to changing needs and provide additional support when required, including tasks that required two members of staff.

The person and their relative told us that all staff supported their decisions and choices and consistently provided care in the way they wanted. This ensured care remained personalised, responsive, and focused on what mattered most to them.

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’s specific health and social care needs were assessed and recorded in their individual care plans. The provider understood the health and social care needs of people, including those with protected characteristics under the Equality Act 2010. The registered manager and staff worked well with other agencies to make sure people’s needs were fully met.

The person we spoke with confirmed they received a costing breakdown of all their care, including for when changes were required when they needed less or more support.

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

The provider worked in line with the General Data Protection Regulation (GDPR) in managing and protecting people’s data and had an awareness of the accessible information standards which showed a commitment to providing information in a format which suited people’s communication needs.

People also had a service user guide explaining what the aims were as a company, how they would get to know people and how people could contact the office with any concerns.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The provider had systems in place to ensure people could raise concerns and complaints, and that these were responded to promptly and appropriately. The registered manager viewed complaints and feedback as opportunities to learn, improve, and develop the service.

People were encouraged to share their views and felt listened to. The person we spoke with told us they had no concerns about the service but felt confident that, if an issue did arise, they could easily speak with the registered manager, and it would be addressed. This demonstrated that people felt comfortable raising concerns and were actively involved in shaping their care and support.

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

The provider promoted equal access to care, treatment, and support by ensuring services were delivered in line with equality, diversity, and human rights principles. People's individual needs were considered, and reasonable adjustments were made to ensure they received the support they required without discrimination.

Staff had access to clear guidance and emergency procedures, enabling them to respond promptly to people's needs at any time, ensuring consistent support and access to management advice when required. One staff member told us, "The organisation is supportive of both staff and service users, and managers are approachable and accessible when guidance is needed. They respond very quickly whenever support or advice is required, including outside normal office hours”.

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 provider ensured their staff received training relevant to the care needs of the people they supported. This helped ensure people were supported by staff who were skilled and able to support them to achieve their required care outcomes. Leaders monitored and evaluated the outcomes of people receiving care.

Policies, procedures, and individual care plans contained clear information about responding to emergencies and escalating concerns. Staff were trained to act promptly and appropriately to ensure people received timely support and remained safe.

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.

Although there was no one currently receiving end of life care, people were supported to make informed choices about their needs and plan their future care where this was relevant to them. The provider had an end-of-life policy and procedures which would guide staff in the event of this being necessary. The provider recognised not everyone wanted to discuss these matters with them and acknowledged not all staff may feel comfortable in providing this level of care.