The Healthcare Professional Services Limited

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 service 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 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 service 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.

The provider ensured care was person centred and reflected the individual needs of the children and young people they supported. Care plans and risk assessments were tailored to their individual needs. Although we identified a lack of background history in care plans, staff understood their preferences and wishes, and guidance was in place to ensure they provided care and support in ways that best met these. Parents we spoke with confirmed they worked in partnership with staff and the provider to ensure they care provided was responsive to any changes in their children’s needs

The service 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 children and young people supported by the service experienced continuity of care from regular staff who knew their needs and followed structured care plans. Parents were generally responsible for liaison with other professionals and activities in the local community. However, staff were aware of key professionals and community contacts should they need to use these. Some staff did support children and young people in community settings and guidance on this was included in care records.

Staff used daily records to stay informed, and parents had access to these. The service also gathered feedback from families to maintain consistency.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Parents told us told us they received the information they needed in a timely manner and that there was generally good communication between them and the provider. People’s care plans, risk assessments and the service user guide were clear and written in plain language.

At the time of this inspection no one required information in other languages or formats. The manager told us information would be provided in other formats if required in the future.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

Parents we spoke with told us they were listened to and involved in decisions about their children’s care. Staff sought feedback from families during spot checks and through regular communication. Parents knew how to make a complaint if required and reported positive experiences of being able to raise and resolve issues. The service had received one formal complaint during the past year. This was resolved to the complainant’s satisfaction.

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

People and their families were supported to choose and agree how and when they wished their care and support to be provided. The service was flexible, and parents told us they were aware that they could request changes to their care plans. The provider operated an out of hours on-call system which meant people and staff had access to a manager should they require advice or support at any time of day or night.

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.

Children and young people’s care plans included some information about their cultural, social and other diversity needs. Guidance for staff was included to ensure the care and support they provided was respectful of individual needs and preferences.

The provider’s equality and diversity policies and procedures reflected current best practice. All staff has received equality and diversity training. Staff were provided with up-to-date information about best practice in supporting people likely to experience inequality though regular supervision sessions and via information provided by the provider.

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.

Some of the children and young people being supported by the service had life-limiting conditions. Their care plans focused on maintaining good health and quality of life. Some information was included in their care plans about end of life care arrangements should this be required. Parents took responsibility for this. Some staff had provided end of life care and support, and the service had worked with parents to ensure the guidance provided by palliative care professionals was followed.