Reliant Care Limited - Hammersmith

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.

People received person-centred care which met their needs and preferences. Staff created individual plans for people each day. These helped to ensure people pursued activities they were interested in, learnt new skills and saw people who were important to them. Some people were supported to access college courses. A relative explained, “There are a lot of activities happening. Staff know how to engage with [person].” Professionals told us people’s needs were met. Their comments included, “Staff appear to understand [person’s] needs and provide care that aligns with these” and “People get good support. Staff genuinely care.”

People were supported by familiar staff who knew them well. Staff worked closely with other professionals to ensure people received continuity of care. People were able to access the care and support they needed both at the service and in the community. Staff, people using the service and relatives had access to out of hours support when they needed this.

People and their relatives had the information they needed about the service and their care. Relatives were involved in reviews and were able to contribute their ideas. The provider shared updates and information about people’s wellbeing and things they had done with their relatives.

Staff assessed people’s communication needs. They found bespoke ways to communicate with each person and provide them with information. This included using photographs, visual timetables and notice boards.

The provider regularly sought feedback from people using the service and their relatives. They asked for their views. There was a suitable complaints procedure. Relatives knew how to make a complaint and told us their feedback was valued. A relative commented, “[Registered manager] is excellent, takes feedback and is available even during non-working hours.”

Staff supported people to access the services they wanted and needed. They supported people during healthcare appointments, advocating for them when needed. Staff had helped people to access community activities, including the gym and places of interest.

Staff used visual cards to help people make choices.

Staff supported people to have equity in experience and outcomes. They undertook training about equality and human rights. Support plans included information about people’s personal history, interests and goals.

Staff assessed and planned for people’s diverse needs. People experienced good care and support because staff actively removed barriers people faced. Staff encouraged people to celebrate their culture, identity and religions.

Staff supported people to plan objectives and think about their future. Some people were supported to work towards greater independence. Staff supported people to set their own goals including long term plans. These were regularly reviewed.