Carerose Cares 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 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 care plans included their likes and preferences and how they should be supported. We found some care plans lacked important information such as the names of other family members who live with people. We fed this back to the provider who assured us this detail would be added.

People and relatives told us they were happy with the care and support.

One relative said, “Staff take their time and do not rush, ensuring that [relatives] needs are met with patience and kindness, they laugh together, and they have a good rapport.” Another relative said, “Staff are definitely well trained. We can see this through their professionalism and the way they care for my [relative].”
 

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 registered manager told us they support with GP appointments when needed. If staff discover a person is unwell, they report to the office and seek medical support. The registered manager told us about the diverse range of people they were providing support to. The registered manager demonstrated knowing people well was instrumental in providing good continuity of care.

The registered manager told us they work flexibly around people’s preferences and lifestyles.

People told us their care was consistent.
 

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

People, their relatives and staff were provided with information which was accessible, safe and secure and supported their rights and choices. Systems were in place which enabled people to either receive information about the service or have their information in accessible formats should they so wish.

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

The provider used an online survey to capture people’s views on care and support.

People and relatives told us the management team were approachable and if they had complaints they would speak with the manager.

The registered manager told us there had been no complaints and people we spoke to confirmed they had no concerns to complain about.

At the time of our assessment the registered manager was unable to demonstrate that systems would be effective in analysing complaints for reportable incidents and learning. This meant that despite people feeling confident in raising concerns, the concerns might not be addressed appropriately and lessons learnt reviews might not take place, leading to reoccurrence and increased risk to people. However, the registered manager explained they would deal with complaints should they arise.

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

The registered manager told us regular reviews and good communication with staff and relatives meant any appropriate referrals would be made in a timely way. The registered manager spoke about the challenges sometimes faced when needing community-based health professionals such as physio therapists. The registered manager told us they try to use their professional connections to overcome these barriers.

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 gave an example of 1 person who was unable to purchase fan’s during a recent heatwave. The registered manager purchased and gifted the fans to the person to ensure they did not experience inequality. The registered manager protected the persons privacy and dignity while giving us this example.

Staff had completed training in equality and diversity that covered protected characteristics.

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 said, “We have an assessment tool we use to assess and discuss people’s needs with them. We have a more specialist team we use for end-of-life care, making sure the staff have the best training for this to give assurance and free choice to people. It is really dignified care and if the care needed is beyond our team, we will provide a good handover to the next lead professionals.”