Personal Touch Care Services Ltd

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.

Care plans were person-centred and reflective of people’s support needs, wishes and preferences. Details included emotional support for people and how they would like to be supported in times of distress. Staff knew where to find individual information about someone if they were going to a new call to ensure personal centred care was given, Staff knew people well and treated them as individuals, providing care that was tailored to each person. A person said, “I am very happy with my carers, they know me and can look after what I need.” Relatives were informed of changes to people’s needs and spoke of how they felt that they were involved with their loved one’s 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.

Staff understood the importance of working closely with a range of healthcare professionals to ensure consistency of care. A person told us, “I like having the same carers who can get to know me, I feel more comfortable that way”. The provider had a consistent staff team which ensured continuity of care for people. Staff had good understanding of people’s health and social care needs which ensured the best outcomes for people.

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

People’s communication needs were documented in their care plans. People told us they knew how to make a complaint and how to give feedback. People received information in a way they could understand. A staff member said, “We adapt communication to meet people's needs and ensure everyone is included in decisions about their care.” The registered manager spoke of the importance of having up-to-date information to minimise risk to people and how this ensured relevant information is being shared. Policies were clear and in line with national guidelines.

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 told us they could approach staff and the registered manager about anything and felt confident their concerns would be dealt with. Where concerns had been raised, appropriate actions had been taken. Relatives praised the registered manager with their knowledge and support. The registered manager checked in with people on a regular basis and any changes requested by people were considered and, where possible were made. A person said, “They always tell me what they are doing before doing it and ask me if I need anything else before they leave.”

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

Although the service has not received any complaints, people told us they felt listened to and were confident to raise any concerns with staff. The registered manager explained the importance of meeting people’s needs and how they would not take on packages of care that were not suitable, ensuring people were well cared for by experienced staff.People were included in their care planning and reviews. The provider had good relationships with external professionals such a GPs and district nurses to ensure quality of care for people.

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 treated people fairly and there were no concerns about discrimination. Staff had completed equality and diversity training and strongly believed in upholding people’s wishes. Staff spoke with people and their relatives to ensure peoples’ care remained tailored to their individual cultural needs. Staff advocated for people and extra time was given in call times if it was needed. A staff member said, “Cultural and religious needs are respected and incorporated into care”. The registered manager was able to explain the protective characteristics of the Equality Act 2010 and how the service upholds these values and this was evidenced in people’s care plans.

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’s wishes and decisions were recorded in their care plans; this included any end-of-life decisions which was documented on people’s electronic care plans. Staff understood people’s needs . A staff member said, “The service supports people to achieve their goals and maintain as much independence as possible.” Care plans included any Do Not Attempt Resuscitation (DNACPR).