Onecare-uk Ltd

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 service 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.

Care plans contained detailed information about people’s preferences, interests, and support needs, and reflected their physical, mental, emotional, and social wellbeing. Records showed people had been involved in developing their care plans and had shared information about their routines, likes, dislikes, and how they wished to receive care and support. Care plans were reviewed regularly to help ensure they remained accurate and reflected any changes in people’s needs. Daily records confirmed people were supported in accordance with their assessed needs and personal preferences.

Person-centred care plans provided staff with clear guidance on how people preferred to be supported. This included information about people’s backgrounds, personal histories, and specific areas of support, such as personal care and support to access the community.

Staff demonstrated a good understanding of people’s individual needs and preferences and were able to describe how they provided care in line with people’s wishes.

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.

People’s care was well planned, consistently delivered and coordinated with other services. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

Staff training records showed staff had received training including equality, diversity and inclusion.

Staff were proactive when people’s needs changed and made timely referrals to professionals. This meant people’s needs were met effectively and promptly. External partners told us the team communicated well and followed professional advice.

The provider worked with people and their relatives to provide consistent care. People’s needs were understood by staff. People’s needs were met in relation to equality and diversity. For example, people were supported to attend places of worship, and staff reflected the cultural diversity and ethnic backgrounds of the people they supported.

The provider supplied appropriate and up-to-date information in formats that were tailored to individual needs. Staff supported people to communicate by using their preferred method of communication.

The provider employed a range of staff who could speak the same languages as people who used the service.

The principles of Accessible Information Standards were being met ensuring people received information in accessible formats. Care plans included information on how to communicate effectively with people and people’s preferred communication style.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulation (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

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 provider had systems in place to enable people, those important to them, and professionals to share feedback about the home. This included formal processes such as a complaint’s procedure, face-to-face meetings, and surveys.

People and relatives were encouraged to provide feedback at any time. There was a policy and a procedure that set out the steps if people or relatives needed to make a complaint, and information on how to complain was contained within a service user guide.

People and relatives we spoke with told us they knew how to raise concerns or make a complaint and felt confident to do so. They told us they would talk with staff or the registered manager if they had any complaints. A person told us, “There have not been any problems but if there was, I would call a manager, they are always happy to speak with me. The manager is lovely.” Another person said, “I have the contact numbers of management on an App, and they always get back to me.”

Management and care staff were responsive to people’s needs and took appropriate action to help ensure people received effective care and support. Staff received support and training to help them enhance communication with people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider supported people in areas such as personal care and medicines. This was done in line with people’s assessed needs.

People received care and support when they needed it. The management team regularly reviewed care arrangements to help ensure people continued to have access to the appropriate level of support to meet their needs. Daily care records were completed and provided an overview of the care delivered, including any changes in people’s health and wellbeing. This helped to ensure staff were informed of changes in people’s conditions and could seek support from relevant healthcare professionals, such as GPs and dentists, when required.

The management team operated an on-call system to provide emergency support and guidance outside of normal working hours. Policies and procedures were in place to promote equality, diversity, and inclusion, ensuring people’s human rights were respected and that people were supported in an environment free from discrimination.

People did not raise any concerns regarding discrimination or inequality in relation to their care. People’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met. People’s care plans contained information in relation to how their social, cultural and spiritual needs should be met.

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 told us they were treated fairly, with dignity and respect, and that their rights were upheld. The service promoted equality and inclusion by recognising and responding to people’s individual needs, preferences, and circumstances.

Staff had access to clear policies, procedures, training, and guidance to support inclusive and non-discriminatory practice. Regular spot checks and ongoing monitoring helped reinforce staff responsibilities and ensure people continued to receive equitable care and support. Care planning promoted fair access to services and opportunities, and staff adapted their approach to ensure people were involved, listened to, and supported in a way that met their individual needs.

The provider worked effectively with safeguarding professionals and followed safeguarding procedures appropriately, including raising alerts where necessary.

People had their human rights and diversity respected and were treated with compassion by staff. People’s diverse needs and wishes were assessed, documented and respected.

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.

Future care preferences were documented where people chose to share them. Relatives were involved appropriately, helping people to understand their options and make informed choices about future care arrangements.

The registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the relevant training tailored to the person’s specific needs and requests.