ICSL East

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.

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 and their relatives told us they were involved in writing their care plans. These documents were detailed and included people’s preferences, likes and dislikes. One person told us “I have access to my care plan as it is filed electronically. I believe that it is fully tailored to my current needs. If changes do occur, I am confident that we know who to contact both within Integral and outside it.”

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 that continuity was ensured by having team leaders as part of the run who check medicines. People told us that the service included their relatives in their care where this was appropriate. They said, “my carers know my [relative] well and my care is often discussed with them as they perform urgent duties if they are outside my normal care hours”. People and their relatives told us they knew staff well and had a regular team of people who supported them. People told us that any new staff who visited them were supported by other staff whom knew them well. People knew how to contact the service if there were any difficulties and most had a regular care coordinator whom they spoke to.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had information provided to them in ways they were able to understand. One person said, “Integral has been meticulous in explaining all the information pertinent to my case and I have full confidence in them keeping my personal information secure.”

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. Most people felt that, should they need to raise a complaint, this would be dealt with quickly. People had opportunities to give feedback on their care and support.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us that they received a time schedule and rota to inform them who would be supporting them each week. If staff were running late, they were informed of the delay. One person told us the service was “very reliable”.

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 had not experienced any discrimination from staff. Staff understood people’s rights under the Equality Act and Human Rights legislation.

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. People had advanced care plans in place, so staff knew how to support them when they were coming to the end of their lives. Where people had made the decision not to be resuscitated in the event of cardiac arrest this was documented in their care plans. People’s needs were continually reviewed to account for any deterioration in their condition.