Rapid Improvement Care Agency

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 71 (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 received care and support from a small group of staff who were familiar with their needs, preferences and daily routines. Assessments and care plans were developed collaboratively and included people’s views and how their personalised support would be delivered. Care records contained detailed, person-centred information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their individual care needs and wishes. A community-based care professional added, “My client’s care is tailored to her individual needs and reflects her wishes.”

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

People told us staff understood their family members personal care needs which staff consistently met. People received care and support from staff that understood the diverse health and social care needs of their local communities.

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

Managers and staff were aware of their responsibility to meet people’s communication needs and make information they needed accessible. Staff collaborated closely with people, their families and external health and social care professionals to understand how each person preferred to communicate. Staff ensured information was shared with people in a way they understood. Easy to read formats were made available to people who needed to access information in this way, such as how people could report concerns and how they would be dealt with by the provider.

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.

The provider actively listened to people’s views and involved them in decisions about their package of care. People told us they felt comfortable raising any concerns they might have with the managers and staff and were confident their views would be taken seriously. A community-based care professional told us, “I have observed staff communicating effectively with my client and listening to their views and helping them make informed choices.”

The provider encouraged feedback, which they acted upon promptly and used to improve people’s experiences. People were routinely asked to share their experiences about the care they received from this agency through regular in-person spot check monitoring visits and care plan review meetings conducted by the office-based senior staff team.

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

People had equitable access to the service, and support was adapted to ensure their needs, preferences and circumstances were met. Adjustments were made to promote inclusion, safety and choice. The service ensured people’s expressed preference for the gender of the staff who provided their personal care was respected, demonstrating commitment to equitable access that accounted for personal comfort, privacy and cultural considerations. Care plans clearly documented this preference, and staff confirmed it was always adhered to.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Managers and staff assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. This ensured outcomes were positive, and people felt understood, safe and well supported. Staff respected people’s identity, personal routines and need for consistency. Staff knew how to protect people from discriminatory behaviours and practices.

People were not always 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 did not require any support with end of life care at the time of our assessment. However, people and people important to them had not been involved in discussions or decisions about their future care needs and end of life wishes. Care plans included a section where people could record their end of life care wishes but this was either left blank or contained the generic statement ‘Not discussed’. This was confirmed by a community-based care professional who told us, “End of life care wishes were not recorded in care plans.” People and their families should be involved in discussions about their end of life care wishes, the outcome of which is recorded in a person’s care plan.

We discussed this issue with the registered manager at the time of the assessment who agreed steps would be taken to try and gather people’s wishes regarding their end of life care. Where people and their families had declined to discuss end of life care wishes this still needed to be included in their care plan and routinely reviewed.

Staff had received end of life care training. Managers and staff told us they discussed future aspirations regularly with people receiving a supported living service including, how they could maintain and develop their independent living skills.