Excellence Healthcare

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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’s initial assessments gathered information about their life histories, experiences and preferences, which helped staff know how to support them in a personalised way. People and their relatives confirmed their care was flexible and was scheduled around when it was needed.

People were supported by staff who knew them well. Staff told us they were part of a team that provided care and support to the same people. They said it was beneficial to support the same person on a regular basis, and they could get to know them well.

Although some care plans needed additional information there was a system in place for regular reviews and updates. We saw a recent review for a person had taken place and each step of the care plan was discussed.

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.

Due to the small size of the service, there was a strong emphasis on continuity, which ensured people were supported by a familiar team of staff wherever possible. People received consistent care from a regular staff team who understood their needs and preferences.

Relatives were positive about this and told us the care had a positive impact on all of their lives.

Staff benefitted from shadowing visits and spot checks. The provider communicated with the care staff, people and their families to promote care that was coordinated. We saw the provider completed home visits and these had been swiftly planned, when needed, for example a change in care needs.

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

The service supported people to express their views and offered choices tailored to individual people using a communication method appropriate. People’s care plans contained information about people’s individual communication needs.

Staff confirmed the management team discussed people’s communication needs and staff told us they had sufficient information to help them understand people’s communication needs.

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 service had a complaints policy, and a complaints log was available for review. The provider’s processes monitored the care people received by recording the daily interaction and response to care. Regular unannounced spot checks were completed and these included seeking feedback from people and their relatives about the views of the care received. This information was reviewed, and changes made to the care people received.

Relatives told us they had not had any complaints with the service, they were all very confident they would feel comfortable doing so, would feel listened to and would be taken seriously. A relative said, “The manager is very approachable. I spoke recently about something, and they were very professional and I was pleased with how it was dealt with.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were protected by processes and systems regarding their care and treatment. Care workers were trained to ensure people had equal opportunities.

Care plans considered people’s health conditions and included some information on how to support the individual to manage their condition. A call monitoring system was in place to ensure calls continued to meet people’s needs. The provider told us they were looking at improving the system, so it was electronic. There was out of hours support for people and staff to contact in emergencies. The provider had regular correspondence with people to review their care needs and if the correct level of support was being provided.

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 received training in equality and diversity which gave them an awareness of barriers and discrimination which people living in the community may experience. Care plans contained some information about people’s religious and cultural needs. Staff were aware of people’s diverse religion and cultural needs and wishes and knew how to protect them from discriminatory behaviours and practices.

Staff 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. The provider was aware of people’s protected characteristics and staff were trained to support people.

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.

We saw in care plans end of life discussions was part of the original assessment of care and care workers had received training in how to support people in the advanced stages of their lives.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Care plans were in place and detailed end of life wishes. Staff received specific training during their induction period to help support people.