Pure Moments 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 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, the registered manager and the staff made sure people were at the centre of their care and treatment choices. They supported people to decide how to respond to any relevant changes in their needs. They worked together to ensure people could receive the most appropriate care and treatment for them as the service made reasonable adjustments where necessary.People remained in control of the care and support delivered to them and included their family as part of the process. People and the relatives told us they were happy with the quality of care they received. One relative said, “There is excellent communication between the staff, manager, and relatives with any [person’s] changes and concerns passed on.” People’s plans of care included information regarding their physical, mental, emotional and social needs and how to support them. Staff understood the importance of providing individual and co-ordinated care and support that would have positive effects for people.

The registered manager and the staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.Staff told us they kept daily notes for people in which staff recorded any activities, support provided, food and fluid intake to keep everyone involved up to date.People and relatives were positive about receiving continued care based on their needs.They agreed the same staff got to know the people which supported trust and consistency of care. People received care and support that was co-ordinated, and everyone worked well together. People were in control of their care and support with staff’s and provider’s support. and were supported by the staff and. Relatives confirmed people’s care was reviewed regularly or as changes happened.People’s care and treatment was delivered in a way that met their assessed needs from the services that were co-ordinated and responsive. People’s records were kept so staff could share information with the provider, other professionals, as required, to aid continuity of care, support, and treatment.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager and the staff assessed and recorded people’s communication needs and how to support them. The service identified people’s information and communication needs by assessing them and recording this in their care plan. Staff were aware of how to help people communicate their wishes and feelings.The registered manager was not fully aware of the Accessible Information Standard (AIS). Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the AIS. The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. We discussed this to ensure they were meeting the standard when supporting people.

The registered manager and the staff made it easy for people and relatives to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care and communicated regularly with them. People and relatives were able to contact the registered manager and the nominated individual to raise any concerns.The provider and the registered manager took feedback and any concerns seriously and would use this as an opportunity to review and improve the quality of the service. They encouraged everyone to come to them to ensure they were able to capture any issues in a timely way.

The registered manager and the staff made sure people could access the care, support and treatment they needed when they needed it. The provider communicated with different professionals as and when needed to help oversee and manage people’s changing needs.People’s needs were monitored appropriately to ensure their health needs were responded to promptly if any changes occurred. The registered manager and the staff worked together to oversee their needs and respond effectively. Staff knew when to take action promptly and work with the provider and registered manager so they could make referrals to other health and well-being professionals to address any issues with their health or changing needs. This helped the care for people's health and wellbeing be proactive and organised well.

The registered manager and the staff 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’s care, treatment and support were organised and managed in a way that promoted equality and ensured their rights were protected. People and relatives were supported to give their views about their experience to ensure they had a positive experience while using the service. The nominated individual and the registered manager were in regular communication with people and/or their relatives to ensure any issues or queries were picked up and addressed without delay. They said they had either had a visit from the nominated individual or met with them regularly when the nominated individual delivered care and observed staff’s practices. Staff gave us some examples of the how people were empowered to make daily decisions about their care

The registered manager said people would be 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 care. They supported people to complete advanced care plans to consider any wishes or preferences. This was also reviewed during the initial assessment to ensure the service was aware of any specific wishes. The registered manager said they were mindful this was a sensitive topic, so they were respectful to people if they did not want to discuss it yet.They said, “We are doing advanced care plan and we talk about wishes. We collect information on different days as not all people will talk for a long time.”People were supported to make informed choices about their care. They would plan their future care with support from families and the staff when needed. People had regular reviews of support and plans of care with their family and the service, and relatives confirmed it.