Our Care 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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure that effective systems were in place to ensure people were at the centre of their care and treatment.

Care plans and risk assessment in place did not always provide enough information about people’s likes, dislikes and preferences. However, staff were able to tell us about people and the support they needed. They were aware of people’s individual likes and dislikes and preferences. This meant people would be at risk of not receiving person centred care if temporary or new staff who did not know them well were responsible for the provision of their care.

People felt involved with their care and this was reviewed with people, however these reviews were not always recorded to show how people had been involved and how their feedback had been considered.

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.

As the staff team was small, this ensured consistent support was provided by staff that knew people well. The registered manager ensured people had a team of staff that provided care to ensure continuity, people we spoke with confirmed this. There were systems in place to monitor and review care. However, records did not always evidence these reviews had taken place.

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

Information was provided to people in a format they could understand when needed. The registered manager told us they would provide information in a suitable/different format for people if needed. Care plans showed how people communicated and staff were aware of this.

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 felt listened to and involved with their care and knew how to complain. One person told us they had never had the need to make a complaint but stated “I would contact head office if I had any concerns”.

Feeback was sought from people. This was either through conversations with staff or over the telephone.

There was a system in place to ensure complaints were responded to in line with the providers own policy and procedure.

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

There were processes in place that the registered manager could consider if concerns arose. They had communication with external agencies that they could engage with to raise concerns if needed.

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.

The registered manager was aware of inequalities people receiving support may face and were able to tell us the action they would take if concerns arose. There were systems in place to consider how people felt and their experiences.

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.

The registered manager confirmed they were not supporting anyone who was currently receiving end of life care; however, they were aware of action to take if needed. They told us they would consider people’s preferences at this time.