Anco Care Services 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 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 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.

The provider had systems in place to ensure people were involved in planning and reviewing their support, as much as they were able and wanted to be. The registered manager updated care plans when required to ensure they fully reflected people’s needs and the care they required from staff. People and their relatives were involved in planning care. One person said,

“I have a care plan, the registered manager came and we did it together, we review it together as well.”

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.

Systems and processes were in place to promote effective information sharing between stakeholders involved in people’s care. This enabled people to receive the care and support they required in a co-ordinated and flexible way that respected their diverse needs.

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

People’s communication needs were assessed to ensure information was provided to them in a format most appropriate to their needs. People and their families were provided with written information about the service and how to complain should the need arise. The registered manager also kept people informed about the service through regular telephone contact, during which people could raise any questions or concerns.

Information that was collected and shared about people met data protection legislation requirements.

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. The feedback the provider had received was all positive. People were happy with their care and felt they were able to talk with the staff if there was a problem. One person receiving care told us, “I have no complaints, I can easily give my feedback, I give complements about the service but have no complaints at all.”

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

People’s care plans provided clear information about the care, support and treatment people needed and staff had a good understanding of the needs of people using the service. Systems and processes were in place to ensure staff would be able to support people to access additional support should it be required.

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 were confident their care was provided in a fair and equal way, and their rights were upheld. Staff completed training in equality, diversity and human rights to understand and reduce inequalities or prejudices that affected outcomes for people.

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.

There were no people receiving end of life care at the time of inspection; however, people had been given the opportunity to discuss their wishes as part of planning their care. The registered manager had completed training in end-of-life care and was planning to provide end of life care training to the rest of the staff team. Systems and processes were in place to ensure people were effectively involved in planning their end-of-life care and their wishes were respected.