Train2Care Academy

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 received care that was planned and delivered in a person-centred way. Each person had a copy of their care plan available in their home. People and their relatives told us they were actively involved in developing and reviewing their care plans. They said staff listened to their views and preferences and supported them to make decisions about their day-to-day care. This helped to ensure care reflected people's individual needs, choices and desired outcomes.

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 provider worked closely with the local authority to ensure they were able to deliver the care and support people needed before agreeing to support them. The service had a business continuity plan in place, to ensure the continuous delivery of service during unexpected or emergency situations.

Staff had a good understanding of peoples care needs. They had access to people’s care plans, and would “Catch up on care files, incident logs and reviews regularly.”

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

Meeting people's communication needs Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. (AIS) The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The service had an AIS policy in place.

Staff had received training in communication, handling information and the principles of confidentiality. People’s communication requirements were documented in their care plans. People and their relatives told us staff would stop, and listen to what people had to say. A relative told us, “Staff are trained to cover all [of] my [relative’s] needs, and are…qualified.”

At the time of the assessment, people using the service did not require specific additional support in relation to accessing information.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff ensured people were involved in decisions about their care. Staff were also able to share concerns, suggestions and ideas in staff meetings. One staff member said, “Suggestions or feedback can be shared during meetings, one-to-one reviews, or the suggestion box.”

In relation to complaints, a staff member said, “[We] follow the company procedure for complaints or report the issue to an external body if it is serious and deemed necessary.”People told us they understood how to make a complaint if needed. They were able to contact the registered manager to discuss any issues. People and their relatives told us they were confident any concerns raised would be taken seriously and investigated appropriately.

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

People told us they were supported with the care and treatment they required and in accordance with care plans. People and their relatives told us, staff supported them to access health appointments if required.

People told us they did not have concerns with cancelled care visits, however, they were confident the registered manager would put measures into place if a staff member was unable to attend at short notice.

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.

People experienced good outcomes with the care and support they received, regardless of their backgrounds or care needs. One family member said, “My [relative] loves everything to do with the [staff] and the [provider]. Another person said, “During the whole time we have used Train2Care Academy, there have never been any issues.”

Staff had received training in equality and diversity, and inclusion. They understood how to ensure identify and ensure people did not face discrimination.

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.

People’s care plans documented their advanced care support needs, if they wished to share this with the provider. People had DNARs in place as required, and people were involved in the planning of their advanced care support needs.

Staff had received training in end-of-life care, so they were equipped to support people with this advanced care need if required.

The service had an end-of-life policy in place.