STEPS

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 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 included and detailed guidance for staff on how to meet people’s specific needs. All staff were able to access this information digitally via a secure app, additional paper-based records were available in people’s homes. Staff told us, “We have emails sent out, training is good, communication is good. STEPS is the best organisation I have worked for, and I never feel I am on my own, the office get straight back to you.”

During our home visits, staff used techniques described in people’s care plans while offering support. Regular reviews were held with people to help ensure the care provided continued to meet their needs. People told us, “I have only used them for 2 weeks, but what I thought was excellent was that the [manager] came out to see me before I finished with them so that was excellent.” and “They were always checking how I am.”

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.

The service focused on supporting people to live as independently as possible and getting back to a previous level of independence. Care plans had set goals and were reviewed and updated as people regained skills and abilities. People and their relative were involved in the review process and professionals told us, “They have always been ready to support changes to care plans to meet patient’s needs. They are easy to contact and always return calls.”

Staff worked closely with other health care professionals to manage people’s changing health needs. For example, when completing first visits or reviews people were supported to reach their potential by being referred to Technical Enabled Care (TEC) services for equipment. Where a person’s lifeline was missing a new one was requested.

Providing information

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

People’s care plans reflected any communication needs they had and gave clear details on how to support them effectively. Staff had had been trained to communicate effectively with people and care records demonstrated staff varied how information was shared in response to people’s communication needs. Where people first language was not English staff used available communication tools effectively to support people’s decision making.

Professionals were complimentary of the service’s communication and the quality of information they received. They said, “Communication is timely and clear, and queries relating to commissioning, capacity or changes to packages are usually addressed promptly.”

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.

People and their relatives told us they could contact the office and the managers if they needed to raise an issue and we saw examples of complaints being responded to. Complaints process was available in people’s care plan.

Surveys were available online using a QR code and people and those important to them had been encouraged to complete the survey. Recent feedback had been positive, and action had been taken in response to issues raised.

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

People were supported to access health and social care services as required. Records showed staff routinely supported people to access more specialist services if needed. For example, referring to voluntary organisation for a holistic assessment of available community support including, befriending, benefits, attendance allowance, and support with domestic duties.

Staff told us they would make a request or raise a concern to have additional equipment arranged. People using the service had been supported to access equipment including, bath seats and toilet risers. Staff told us the office were really fast at getting the equipment to people.

Staff completed training in equality and diversity. We observed staff treating people as unique individuals using their preferred name.

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.

People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service.

A professional told us, “Approachability and responsiveness to patients and families and the multi-disciplinary team is evident which has been a huge aspect of many of our stroke patients’ recovery with pressures on the NHS.”

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 service did not normally support people at the end of their lives as its focus was on supporting people to regain their independence. However, people’s preferences in relation to how support should be provided with reablement was documented and relevant referrals were made for on-going care when needed. Relatives were complementary of the service approach and one person relative told us, “They are always suggesting ideas to make my [relative] more comfortable as they are on palliative care.”