Veemu Healthcare Office

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’s care plans were person-centred and reflected how they wished to be supported. For example, if people required support with preparing breakfast and reminding to take their medicine, it was clearly documented in the care plan and staff were aware of this.

People were given opportunities to feedback about the support they received and make suggestions.

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.

Staff received induction and shadowing and quarterly reviews to enable them to understand the needs of people. The provider worked with people and their relatives to provide consistent care. People’s needs were understood by staff. Staff demonstrated a good understanding of people’s support needs and preferences.

Information was shared between staff and the registered manager to ensure continuity of care. Care records included information from activities of daily living, cultural, religious and spiritual needs, important individuals, food preferences, eating and drinking and communication.

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

The provider assessed people’s communication needs and clearly documented accessible communication needs in their care plan. The provider had an Accessible Information Standard policy in place.

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.

There was a complaints policy in place. People and their relatives told us they knew how to make a complaint, although they had not needed to do so. People and their relatives were aware of how to raise complaints and felt confident any concerns or complaints would be taken seriously and treated fairly.

People and their families had opportunities to provide feedback and ideas or raise complaints about their care and support. We saw a sample of surveys from the provider which showed people were satisfied with the care received.

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

The service ensured people could access the care, support and treatment they required when they needed it. People told us the provider checked in with them and reviewed their needs on a regular basis, and if further support was needed, they would help them to access the necessary care. The provider responded to any change in people’s needs appropriately.

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 had a policy on equality and diversity which helped to guide practice in this area and equality, and diversity needs were included within care plans. People were able to choose the gender of their care staff, and it was clearly documented in the care plan we reviewed.

People were encouraged by the provider to access the community and community facilities. For example, the service encouraged people to attend a local social club.

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.

The care plan we reviewed clearly outlined the goals people wanted to achieve. There were clear guidance and instructions including how to work with the person to achieve those goals.

At the time of the inspection, the registered manager confirmed that they did not have plans to provide end of life care. On our visit, we recommended that the care plan should include information about end-of-life care wishes, choices and decisions even if the person using the service was not ready to discuss them as yet. This will help health and social care professionals to make best interest decisions when required.