One World Care

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 Care Quality Commission 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 and their relatives told us they were involved in decisions about their care and support and received person-centred care. People said staff respected their choices and supported them in a way that reflected their individual needs and preferences.

Care plans contained personalised information about people's routines, preferences and support needs and were reviewed when changes occurred. Staff demonstrated a good understanding of the people they supported and described how care was adapted to reflect individual preferences. People's choices were respected, and staff encouraged them to remain as independent as possible. Staff worked closely with people to promote independence while providing support when required.

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 received induction, shadowing opportunities and competency assessments to ensure they had the skills and knowledge required to support people safely and effectively. The provider worked closely with people and their relatives to promote consistency and continuity of care.

Staff demonstrated a good understanding of people's individual needs, preferences and routines. Information was shared effectively between staff and the provider to ensure care remained consistent and responsive to people's changing needs.

Care records included information from activities of daily living, cultural, religious, and spiritual needs, food preferences, and communication.

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

The provider told us information was available to people in different formats if they required this, such as large print, easy read or translated versions of documents.

The provider ensured people and their relatives had access to information about the service, including how to raise concerns, provide feedback and access support when required. People told us they felt informed about their care and were kept updated when changes were made.

Staff demonstrated an understanding of people's communication needs and explained how they supported people to understand information by discussing it in a clear and accessible way. Staff told us they would seek support from the management team if additional guidance or clarification was needed to ensure people could make informed decisions about their care and support.

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 and their relatives told us they felt listened to and involved in decisions about their care and support. One person told us, "They listen to what I want and always ask if I'm happy with the support." They said staff took time to understand their views, preferences and wishes and acted on what they told them.

The provider encouraged people and their relatives to share feedback about the service. People knew how to raise concerns or make suggestions and told us they felt comfortable speaking with staff or the provider. We reviewed records relating to a complaint and found it had been appropriately investigated and responded to. The provider used the complaint as an opportunity to understand concerns raised and improve the service where required.

Staff understood the importance of involving people in decisions about their care and support. They described how they offered people choices and encouraged them to express their views about how they wished to be supported.

The provider maintained regular contact with people and their relatives and used feedback to review and improve care where needed. This helped to ensure people remained at the centre of decisions about their care and support and that their voices were heard.

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

People were supported to access care and support that met their individual needs and preferences. The provider considered people's protected characteristics, cultural backgrounds, communication needs and personal preferences when planning and delivering care.

The provider worked with people and their relatives to ensure support was accessible and tailored to individual requirements. Information could be provided in different formats where needed to help people understand and engage with their care and support.

Staff understood the importance of treating people fairly and ensuring care was delivered in a way that respected diversity and promoted inclusion. People's preferences were considered when arranging 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.

People and their relatives consistently told us they experienced positive outcomes and received support that was responsive to their individual circumstances. Staff worked closely with people to understand what was important to them and adapted support to help them achieve their personal goals and maintain their independence.

People were encouraged to make decisions about their care and remain involved in activities and routines that mattered to them. Relatives described how staff promoted people's wellbeing and helped them maintain a sense of purpose and control in their daily lives.

Staff understood that people had different needs, abilities and aspirations and tailored their approach accordingly. This helped ensure people received equitable experiences and outcomes, with support focused on achieving what was important to them as individuals rather than adopting a one-size-fits-all approach.

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 provider told us they were not currently supporting anyone who was receiving end-of-life care. However, they demonstrated an understanding of how people would be supported should their needs change. The provider explained that discussions about people's wishes and preferences for future care formed part of their assessment and care planning processes where appropriate.

The provider recognised that conversations about end-of-life care can be sensitive and told us they would approach these discussions with compassion, respect and sensitivity. They said they would work closely with people, their relatives and relevant healthcare professionals to ensure people's wishes, preferences and choices were understood and respected.