Share the Care Limited Office

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• 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 did not review enough quality statements to rate this key question. The quality statements that we did review; person-centred care and equity in experiences and outcomes were both rated inadequate. At this assessment, we reviewed all of the quality statements and the rating has changed to good. 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 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.

At our last inspection we found that people did not always receive person centred care. Since our last inspection, although the provider had implemented new care plans, these were not always sufficiently detailed. For example, one person’s care plan lacked details on how best to support the person during personal care. Although staff we spoke with knew people’s needs well, their care plans were not sufficiently detailed. We found that care had not always been planned on people’s needs, for example, one person had 1 less care call on Christmas day. This was due to staffing, and whilst it was discussed with the person, it was not based on the persons needs and preferences. The provider told us they would review the processes around Christmas day to ensure staffing was allocated based on risks to people.

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 told us they experienced continuity of care from familiar staff. People were supported by consistent long standing staff. A relatives told us, “It’s the same two carers that come usually,” another said, “They do arrive on time and stay for the full hour.” People and their relatives told us that the provider worked to ensure they adjusted and accommodated visits to meet their needs for example, hospital appointments or family events. One relative told us, “We went to a funeral and they helped me and attended with us, they accommodated the call.”

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

People and their relatives told us they were included in their care and support. The provider told us they introduced a new electronic care planning system to ensure people and their loved ones had access to their care records. One person told us, “I can look at who is coming in, and there was a little survey asking if the carer was on time.” People and relatives were kept informed about changes to care arrangements. For example, one relative said, “They get in touch with me if things need changing, like changing from 9am to 10am calls, they explained and phoned me up and asked if it would be ok.”

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 ensured that all concerns, complaints and compliments were logged and responded to. All complaints that had been logged had been resolved and lessons learnt from the feedback. People and their relatives told us they were confident to raise concerns when they needed to. One person told us, “If I had a complaint, I think it would be taken seriously.” A relative told us, “They’re quick at resolving issues and very approachable.”

Although the provider had not requested a formal survey from people, people were asked for feedback about the staff who supported them. This feedback was positive with comments including, ‘[staff member] as with all the share the care carers carried out my call with the usual friendly, cheerful and professional manner. I am always left comfortable and needing nothing.’ Another said, ‘First rate service as always.’

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

The provider ensured that the service people received was flexible and responsive to people’s needs. For example, carers adjusted call times during holidays and supported people to attend community activities when requested. One person said, “They’re very flexible, they changed it no problem.” Staff were alert to barriers people may experience and were able to tell us how they would support people if they needed it to access services.

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.

At our last inspection, we found that the provider did not always listen to information about people who were most likely to experience inequalities. At this inspection we found that people were treated fairly and with respect. People felt empowered by the provider and staff to give their views and understand their rights, including their rights to equality and their human rights. People’s views were listened to and used to improve the care and support they received.

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.

Although the service was not providing support to anyone actively at the end of their lives, we found that people’s care plans around end of life care and support were not always sufficiently detailed. We discussed this with the provider who informed us that they would discuss people’s needs and preferences and update care plans accordingly. Staff told us that the provider had been supportive to them when people they cared for had passed away.