Crestar Healthcare Ltd North East

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. All people we spoke with had been involved in their care plan and felt staff supported them as they chose. Care plans were distinct and different for each person. People were empowered to make changes to their care. A relative told us, “[Family member] was discharged from hospital. The nurses at the ward, [family member], me and the manager all worked together to make sure their care plan was right for them.”

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 managers understood the importance of getting packages of support right and were able to show us how support had changed for some people and the work they did to ensure continuity. A person said, “We all know what is in my care plan, the carers know how I like things done. It helps having the same girls come to me regularly.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Managers assessed people’s communication needs at the first visit to ensure people were able to understand information and if there were any need to provide accessible communication. At the assessment no one had specific communication needs, although the managers understood the importance of continuing to monitor this for both people and their relatives. Managers shared with people how they kept their information confidential.

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. We saw the compliments and complaints for the service and noted the managers were learning from any feedback and making improvements. One person did not like a particular carer, told the managers, and the carer was removed from providing care to the person. The person said, “Two carers came to support my [family member], one kept looking at their phone. I told them not to come back as it was disrespectful and upsetting my husband. I called the office to tell them, and I haven’t seen them since.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. There was a system in place for out of hours calls. The office was accessible for wheelchair users should they need to visit.

Staff worked in partnership with people, their relatives and relevant professionals to ensure care was delivered in a way which met individual needs and promoted wellbeing. This helped ensure people experienced equitable outcomes and were supported to maintain their independence, choice and control.

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. Care plans noted many people wanted the service to contact their family member when the time came, and their family held the end of life wishes. At the time of our inspection there were no people with cultural or religious needs at the time of death, however the managers were knowledgeable about cultural differences and noted times when they had supported this previously.