Cinox Healthcare – Shaftesbury Office

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 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 received personalised care that was responsive to their needs, wishes and preferences.
Care plans were in an electronic format, staff had access to them on their smartphones. This meant any changes in people’s needs were shared immediately and staff were kept up to date with new information about people they cared for. Care plans contained person-centred details, including life histories, hobbies and interests, skills, abilities and how they preferred to manage their health.
Staff told us they had enough information about people’s needs to provide safe care. Staff completed daily notes detailing the care they had provided which helped the management team to be aware of any changes in the person’s needs and to ensure there was continuity of care.
 

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 told us there was continuity of care. A staff member said, ‘There is continuity of care as this is essential to ensure clients are receiving safe, consistent and person-centred support. These are maintained through clear care plans, detailed daily notes, effective communication among teams and also reporting incidents and concerns immediately.’
People and their relatives felt supported with referrals to doctors and other health professionals if this was needed. One relative confirmed this and said, ‘And if they need to, they ring us too to reach out to the doctor.’
The provider had worked closely with other healthcare professionals to ensure training specific to individuals needs was provided and competency checked. This ensured the continued safe delivery of care.
Staff had access to support in emergencies. An on-call system was in place to ensure support was available outside of office hours for both staff and people using the service.
 

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

The provider had an Accessible Information Standard policy. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.
The provider ensured people’s care plans and records captured how people were supported to engage in meaningful communication and decision-making. This enabled people to be active participants in their care if this was their wish. Peoples’ care plans clearly identified communication needs and what staff should do to support communication. This included ensuring people had access to any aids they required, such as prescription glasses and hearing aids. The provider also sought support from a translator where an individual’s first language was not English, to ensure professional feedback was relayed effectively to the individual.
Care plans and daily care notes were available electronically, and relatives who opted in could monitor visit records and medicines via the electronic recording system, with people’s consent.
 

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.

There were effective systems to manage concerns and complaints. A complaint policy was in place that detailed the process of managing complaints. The manager would actively visit people if concerns were raised to offer a personal approach to a resolution. People and relatives confirmed they knew who to contact if they had a concern.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People were able to access appropriate and timely care when required, including during weekends and bank holidays. When emergencies arose, the provider was responsive and flexible to ensure people still received the care they needed. For example, rotas were reviewed in adverse weather conditions or where relatives weren’t available to support people to ensure all people received the support they needed.
The provider monitored visit attendance through the electronic log-in and log-out system. Alerts were sent to the office team if a visit had not been attended or if staff were running late. When this occurred, the team contacted both the staff member and the person using the service to check on the situation. Where necessary, the manager would actively respond to provide cover and ensure the person remained safe. The provider had an on-call service to ensure senior staff members could be contacted at all hours of the day and night if needed for advice or for additional support on care calls.
 

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.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. For example, people with health-related mobility issues were provided with appropriate mobility aids to improve their experience and support independence.
Staff had completed training in equality, diversity and inclusion. The provider had an equality and diversity policy which was in line with legislation and up to date.
 

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.

Where people had expressed wishes for their end-of-life care, these were documented in their care plans. People who had do not attempt resuscitation orders (DNACPR) had these clearly documented on the provider’s electronic care planning system.

The registered manager told us conversations about end-of-life wishes were handled with care, dignity, and respect. This allowed people to express their wishes clearly but if a person had not expressed any wishes this would be revisited during their care plan review.