CSM 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 service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 61 (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 delivered care and support that was responsive to people’s individual needs and circumstances. People and their relatives were generally positive about the support they received, and staff demonstrated a good understanding of people’s daily routines, preferences and health needs. Discussions with staff showed that care arrangements were adapted when people’s circumstances changed, including supporting access to appointments, responding to individual requests and working with people and those important to them when planning support. Care plans were reviewed and updated to reflect changing needs. Opportunities remained to further improve the consistency and detail of information recorded within some care documentation, however the evidence demonstrated that staff knew people well and support was tailored to their individual circumstances.

The provider did not always ensure people experienced consistent and well-coordinated care. Staff worked with healthcare professionals, commissioners and other agencies, and people were supported by staff who usually understood their needs. However, feedback identified some concerns about continuity of care workers, punctuality and communication when visit arrangements changed. The provider had strengthened local coordination and electronic call monitoring, and some people reported improvements in their care arrangements.

The provider did not always ensure people received timely and accessible information about their care arrangements. Information about the service, complaints and people’s care was available, and the provider had considered accessible formats where required. However, some people said communication from the office was not always clear and wanted better notice when care workers or visit times changed. Rotas were available through electronic systems or email, but arrangements did not always ensure people who did not use these methods received information in a format accessible to them.

The provider did not always use sufficiently independent methods to obtain people's views. Feedback was gathered through surveys, reviews, complaints processes, social media platforms and regular contact with people and relatives, and there were examples of the provider responding when concerns were raised. However, surveys reviewed during the assessment were completed by telephone by a member of the provider's staff and were not anonymous, which may have limited people's confidence to give fully open feedback. Leaders recognised this and agreed to consider additional ways for people to share their views privately and anonymously.

The provider supported people to access services appropriate to their individual needs. Staff and leaders worked with healthcare professionals, commissioners and other agencies to help people obtain advice, treatment and practical support. Care arrangements were adapted where necessary, including changing visit times to accommodate healthcare appointments and supporting people to attend appointments. Staff understood the importance of identifying barriers and seeking assistance from relevant professionals when people required additional support.

The provider aimed to ensure people received equitable care and support. People were supported according to their individual needs, preferences and circumstances, and staff demonstrated an understanding of treating people fairly and respecting individual differences. Policies and procedures promoted equality, diversity and inclusion. People and relatives were mainly positive about their experiences of staff, and records showed people were supported according to their individual circumstances and communication needs.

The provider supported people to plan for changes in their care and future needs. Care records included information about people’s goals, desired outcomes and future wishes, including end-of-life information where appropriate. Staff and leaders described reassessing people when their needs changed or following hospital admission before confirming whether existing care arrangements remained suitable. The provider maintained hard copies of important future-care information in people’s homes where this was necessary to ensure it remained accessible.