Pembroke Care (Reading) Domiciliary Services

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 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 ensured people were at the centre of decisions about their care and support. Care was planned and delivered in partnership with people, with consideration given to their preferences, choices and any changes in their needs.

People's care plans were personalised and contained information about their health needs, routines, preferences, interests, and the outcomes they wished to achieve. This helped staff understand what was important to people and how they preferred their care and support to be delivered.

Staff described how they involved people in day-to-day decisions about their care and adapted their approach to reflect people's wishes and changing needs and documentation remained current and accurate.

Feedback and records showed people were supported in a way that reflected their individual needs, preferences and circumstances.

The provider understood people's health and care needs and worked with other services to promote joined-up, flexible and responsive care. This helped to support people's choice and continuity of care.

The provider maintained systems to monitor and review people's care needs. Where changes or concerns were identified, staff sought advice from relevant professionals and made referrals when required to help ensure people received appropriate support.

Staff worked collaboratively with external partners and other agencies involved in people's care. Information was shared appropriately to support coordinated care and help ensure services responded to people's changing needs.

Healthcare professionals provided positive feedback about the service and the way staff worked with them. Feedback confirmed the care manager and staff communicated effectively and worked proactively with partner organisations to support positive outcomes for people.

The provider supplied information in a way that reflected people's communication needs and preferences. People's communication requirements were documented within their care plans. This provided guidance for staff on how to support effective communication and involve people in decisions about their care.

Records showed staff had access to information needed to provide safe and effective care. Staff told us information about people's needs, preferences and any changes to their circumstances were shared appropriately to support consistent care delivery.

We received no concerns from people about how information was provided to them. Feedback confirmed people were able to access information about their care and were involved in discussions about their support.

Information about people was collected, stored and shared in line with data protection requirements, helping to maintain confidentiality and protect people's personal information.

The provider made it easy for people to share feedback, raise concerns and make complaints about their care and support. Staff involved people in decisions about their care and kept them informed about any changes affecting the way their support was provided.

The provider had a complaints procedure and maintained records of concerns raised, investigations completed and actions taken. Records showed feedback was reviewed and used to support improvements to the quality and safety of the service.

Systems were in place to receive, investigate and respond to complaints. People and their relatives knew how to raise concerns and were confident these would be listened to. The complaint records showed concerns had been responded to appropriately, with actions identified and completed where necessary.

The provider considered feedback and complaints as opportunities to learn and improve the service. Where lessons were identified, these were shared with staff to support improvements in practice.

The provider worked to ensure people could access the care, support and healthcare services they needed when required. Staff understood the importance of identifying changes in people's needs and supporting timely access to relevant healthcare professionals.

Staff told us they supported people to attend appointments where this formed part of their care package, helping them to access treatment and support. Records showed the service worked with partner agencies when concerns about a person's health or wellbeing were identified.

The provider maintained effective working relationships with GPs, district nurses and other external professionals involved in people's care. This collaborative approach helped to ensure people received coordinated support and appropriate access to services when needed.

Feedback from healthcare professionals was positive and confirmed the service communicated effectively and made referrals when appropriate to support people's health and wellbeing.

The provider sought to understand people's individual needs and circumstances and used this information to plan care that reflected their preferences, rights and protected characteristics.

Policies were in place to promote equality, diversity and inclusion, and staff received training to support their understanding of these principles. Assessment and care planning processes considered factors such as age, disability, culture, religion and personal preferences where relevant to the individual.

Care records showed that people's needs and wishes were considered when planning and delivering care. Staff understood the importance of treating people with dignity and respect and adapting their approach to meet individual needs.

The provider's approach aimed to ensure people received personalised support that reflected their circumstances, preferences and strengths.

People were supported to plan for important life changes, enabling them to make informed decisions about their future, including their wishes for care at the end of life.

Care plans included information about people's preferences for future care where they had chosen to discuss and share these. Where appropriate, discussions involved relatives and relevant professionals to help ensure people's wishes were understood and respected.

Staff told us they supported people to express their preferences and ensured any decisions were recorded within care plans. Records showed information relating to end-of-life wishes was documented where this had been discussed and agreed.

The service supported people receiving palliative care and staff had completed end-of-life training to help them provide compassionate and appropriate support. This helped staff understand how to support people and those important to them during significant changes in their care needs.