Health Tech Services Group 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.

This is the first assessment for this Health Tech Services Limited. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

We reviewed people’s care plans and daily records, which staff completed when they provided people with care and support. Records lacked person centred detail and did not always demonstrate how people’s individual needs had been met. For example, where a person had a diagnosis of dementia and became more confused in the afternoons, the care plan did not show this had been explored, what this meant to the person or how staff should respond to ensure the person was supported appropriately.

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 management team told us they tried to ensure each person was supported by a consistent staff team. People confirmed they were supported by the same staff members.

Care plans contained information about how people participated in aspects of life in their communities. Care plans detailed where people practiced religious beliefs.

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

Information about people’s communication needs was included in their care plans and risk assessments.

Where people had specific communication needs, records showed the management and staff teams had undertaken training tailored to people’s individual needs. This assisted staff in improving communication and offering assurances to people when they became distressed. The provider showed us how they were able to adapt and change documentation to meet people’s communication needs. This included changing things to easy read formats.

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 told us they knew how to raise a concern about their care and support.

The management team sought feedback from people, and where changes or improvements were needed, they took action to improve people’s experience of care. Staff understood how to raise any concerns or complaints. There was a system in place for the management of complaints.

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

Where needed, staff advocated for people to ensure their care and support reflected their individual preferences and wishes. Staff promoted people’s rights by encouraging them to actively participate in their local communities.

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.

Care plans included information about how people’s health needs, or disabilities, could result in them experiencing barriers to everyday experiences in their local communities. The registered manager promoted the importance of individual well-being and took a holistic approach to people’s care and support which included how staff could provide support to people not just when they were in receipt of care, but by supporting and encouraging them to take part in activities they enjoyed.

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. At the time of this assessment no person was receiving end of life care. The provider had a policy for end of life care and could provide an example of the detail end of life plans would have. Staff received end of life training.