Ability Care Solutions 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 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. People received care that was personal to them. Staff told us they ensured care was person centred by ensuring “Care is tailored to that individual” and by “Getting to know what they like and don't like and their specific needs.” Staff described people’s preferred routines, personalities and relationships in detail. One relative told us, “They have an understanding of what we need.”

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. Staff worked collaboratively with other professionals. Relatives described carers liaising with district nurses and occupational therapists, sharing observations, and supporting access to appropriate equipment. One professional told us, “I personally as a health professional never had any issues with untimely referrals.”

Most people had consistent care staff who knew them well, which supported continuity and effective day to day care. Several relatives told us they valued seeing the same staff throughout the day, which helped ensure support was delivered in a familiar and reassuring way.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans had a section on ‘Communication and understanding’. Relatives told us staff communicated clearly and consistently during visits, explaining what they were doing and checking people were comfortable before proceeding.

Families told us communication tools and approaches were used well. Professionals also confirmed this. One professional told us, "They are very good at supporting those with Motor Neurone Disease (MND) or Dementia and use communication aids like eye gaze, picture cards, non-verbal signs." We were given examples of how people’s lives had been improved through using these.

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. Most relatives said they felt comfortable raising concerns or requests with the office team. Those who had raised issues told us appropriate action was taken. Comments included, “When I phone they listen; if there is any kind of issue and they always deal with it” and “I can always get hold of somebody in the office when I need to. ”Several relatives said the office contacted them proactively to check how things were going, however some said more formal feedback processes, such as surveys or written requests for views, had not been used.

Relatives described staff involving people in discussions about their care. One relative told us, “It's because of the care, we can do what we do. They [carers] are upbeat and won't leave [relative] until [relative] is comfortable They [carers] include [relative] in conversation and I can hear them and they completely involve [relative].” A staff member told us, “I always talk to people during a visit and find the time to talk to them, it's important to always listen to the people we support and act on anything that needs to be done.”

A small number of relatives said they would have benefited from clearer introductory information, including a ‘welcome pack’. Some had not received written details about how the service operated or how to access the care plan.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Reasonable adjustments were made to ensure equal access to the service for all. The service had an on call process in place should people need support when the office is closed. One professional told us the service supported patients to attend family events, go out in the community and attend appointments. This helped to remove barriers for people who may have found it difficult to access care.

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 and management advocated on behalf of people to ensure they had access to services they needed. Some relatives told us the carers liaised with other services involved in their relative’s care and some had been given advice or support in accessing other services or equipment when other teams were unresponsive. One relative told us. “I couldn't get hold of any swabs for [relative’s] mouth, and [other services] were reluctant to provide us with any, but the [carers] got on the case and suddenly there were swabs available. They even helped with getting pads for [relative] which we didn't get initially. They [carers] were so helpful.”

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. If the service was aware of these, care plans detailed people’s end of life wishes or detailed the person’s friend or family who knew about these.

Relatives of people who had passed away whilst being supported by the service told us, “We were very pleased with the care. They were absolutely amazing; in fact I would call them angels. [Relative] was definitely safe with them, and they knew what to do to keep [relative] comfortable”, “The last week of [relative’s] life was the only time that they weren't able to sit [relative] out and the level of care and attention went up even further at this point with the recognition from the carers that they were dealing with a dying person. They took time and the way they cared for [relative] was so kind and they reassured [relative] all the time” and “They [carers] were absolutely fantastic. The way they treated [relative] was amazing and they couldn't have done more. I don't know what we would have done without them. They were kind gentle respectful and treated [relative] with dignity.”

One professional told us, “They [carers] appear to provide good quality, compassionate end of life care.”