Crystal Caring

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 the same. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People were involved in the creation of their care and support plans. People and relatives told us these were regularly reviewed. People’s care records contained information about their preferences, likes and dislikes. Staff understood people and their needs 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. Partners provided positive feedback in relation to care provision, integration and continuity. The manager told us, “Our staff and individuals we support all have continuity so relationships can build and [people] become like an extended member of the family which has always been Crystal Caring’s vision”. A relative told us the service supports continuity of care, as the service has a small team. The provider worked well with other services to promote care provision, integration and continuity.

People’s care and support plans contained some information about people’s communication preferences, but this lacked detail in some areas. People’s care plans contained information about whether people required communication aids or the use of sign language, however, there was not always information recorded about how people communicated such as whether this was verbally or non-verbally, or if there were any communication difficulties due to diagnosed conditions. The manager told us this has now been addressed. There was also limited information about people’s communication needs within documents which supported transfers to other services, such as hospitals. For example, one person’s document stated their communication preferences were, ‘Face to face, with my [relative] here’, however there was no further information about this, such as whether this was verbal communication or non-verbal or required any communication aids. However, staff had completed training modules in communication, and staff told us they adapted communication methods to meet people’s needs.

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. People told us they felt involved in their care and were comfortable raising any concerns. One person described the service as, “Quite approachable. We’ve been with them a long time, so I know the lady who owns it quite well and they always keep me informed if something runs out or if they need anything.” Another person told us, “Never had to [raise any concerns] but to be honest Crystal Caring have been brilliant.” The manager told us people were able to provide feedback both formally and informally.

The provider made sure that everyone could access the care, support and treatment they need when they needed it. People told us the provider supported equity in access, such as supporting a person to go to hospital. One relative told us, “Crystal Caring have been brilliant, especially with [relative] going to hospital.” People and relatives also told us the provider supported them to access any equipment they needed through the local authority. One person told us, “[The provider] advised me on what [incontinence supplies] to get, so [person’s] skin is well looked after. They have called the council on my behalf when [relative] has needed more care to support me, and let the council know and try to get equipment as it is not easy".

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 told us they felt able to provide any feedback about their care. The provider worked with people and their families to reduce any inequalities. The provider promoted equality and diversity. Staff had received training and there was a policy in place which was appropriate for the service.

People were not always 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. People and relatives told us they had not been involved in end-of-life discussions with the provider and there was limited information in people’s care plans about important life changes and end of life planning. However, people’s care plans reflected where people did not wish to be resuscitated. Staff had completed training in end-of-life care.