St Mary’s Team Care

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 received individualised care based upon their assessed needs. People chose when their care visits took place and care records noted people’s preferences. For example, care records noted the food people enjoyed, how the wanted to receive personal care and their likes and dislikes. Where people were supported with companionship and to participate in activities this was stated in care records too.

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 provider worked collaboratively with others to meet people’s needs. Where required the registered manager and office-based staff liaised with healthcare professionals. For example, staff liaised with healthcare professionals around hospital discharges, routine appointments and referrals. This enabled the continuity of care.

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

The provider ensured that people received information related to their care and support. This included assessments, care plans and important processes such as how to make a complaint. People and their relatives had contact information for leaders who they told us they were comfortable speaking with about their care and support.

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 gathered people’s views through feedback, spot checks, telephone contacts, surveys, and care reviews. The provider used this information to improve people’s experience of care and support.

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

People had equal access to the services the provider offered. People’s needs were assessed and care plans provided staff with guidance on meeting people’s individual needs and preferences.

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.

Outcomes were unique to the individual. The support people required varied and reflected their needs and choices. For example, some people had care visits once a day whilst others had care visits twice a day. Similarly, some people received their care and support from 1 member of staff at a time whilst others required the support of 2 staff to safely and effectively meet their needs. The provider demonstrated equity by assessing everyone’s needs, developing personalised care plans to meet them and reviewing the outcomes with people and their relatives.

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.

People were supported to plan for the future. During the assessment and care planning process people discussed their goals and plans for the future. These discussions took into account people’s anticipated changing needs.

At the time of our assessment none of the people receiving care and support had been identified as requiring end of life care. However, the provider was confident in their ability to continue to support people through their end of life care. The registered manager was familiar with the services available to support people during this phase including healthcare professionals. This meant people could continue to receive care and support, with their additional specific needs identified and met.