Enerst Care Carlisle

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 ratedgood.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.

Systems were in place and operated effectively to ensure people remained at the centre of their care and support. People and their relatives consistently reported that communication with the provider was open and accessible, and that they were actively involved in decisions about their care, including care planning and review processes.

Care plans were detailed, personalised, and regularly updated to reflect people's current needs, preferences, wishes, and goals. Records demonstrated that people were encouraged to express how they wanted their care to be delivered and that staff understood and respected these choices.

Reviews were completed to ensure care continued to meet people's changing needs, with people and those important to them given opportunities to contribute. Feedback from people and relatives indicated they felt listened to and valued as partners in planning and delivering care.

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 effectively with a range of health and social care professionals to ensure care was coordinated and responsive.

People were supported to access healthcare services when required, and referrals were made promptly to external professionals to help maintain their health and wellbeing. Information was shared appropriately between services to support continuity of care and ensure people received joined-up support. Systems and processes supported continuity of care and helped people experience coordinated, person-centred support.

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

The provider ensured people and those important to them were given information in ways they could understand and access. Information about the service, care and support was available in both written and verbal formats, enabling people to make informed decisions about their care.

Arrangements were in place to access interpreter and translation services where required to support effective communication and ensure people could fully participate in decisions about their care. Although interpreter services were not currently being used, the provider had systems in place to access this support promptly if needed.

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 sought and valued feedback from people using the service, their relatives, and other stakeholders to ensure care remained person-centred and responsive to individual needs. A variety of methods were used to gather feedback, including regular surveys, reviews, and ongoing conversations with people and those important to them.

Feedback received was monitored and reviewed by the management team, with actions identified and followed up where improvements were required. Records demonstrated that concerns, suggestions, and comments were considered and used to inform service development and improve people's experiences.

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

The provider promoted equity in access by ensuring care and support was tailored to meet each person's individual needs, circumstances, and preferences. A person-centred approach was embedded throughout the service, with care plans reflecting the reasonable adjustments required to support people to access care, information, and services effectively.

Staff demonstrated an understanding of people's diverse needs and adapted their approach where necessary to reduce barriers to care. This included providing information in different formats, supporting communication needs, and making adjustments to the delivery of care to ensure people were treated fairly and received support that met their individual requirements. These arrangements helped to ensure people had equal opportunities to access care and achieve positive outcomes regardless of their circumstances or needs.

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.

Staff were supported by policies relating to equality, diversity, and inclusion, and had received equality and diversity training to help them provide compassionate, respectful, and inclusive care.

Care plans reflected people's unique requirements and identified any reasonable adjustments needed to support positive outcomes.

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.

Staff had received end-of-life (EOL) care training, equipping them with the knowledge and skills to provide compassionate and person-centred support when required.

While end-of-life care plans were only implemented when a person was identified as approaching the end of their life, the service had broader future care planning arrangements in place for people using the service. These plans considered people's ongoing needs, preferences, goals, and the support required should their circumstances change.