Enchanting Care

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 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’s care plans included the planned care tasks at each care visit. People and relatives we spoke with were positive about staff telling us they had no complaints about them. One person said, “They are always responsive to my care needs and the office responsive to my questions.” Staff we spoke with were clear about putting people at the centre of everything they do and making sure there was enough information about the person available to support them how they would like. One staff member told us, “Person-centred care is the most important. How the person wants it.” This ensured people were able to receive personalised 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.

People told us they experienced good continuity of care in relation to staffing, with some relatives saying they wouldn’t be happy to lose the regular staff. Staff had regular people they supported and knew them well. People and relatives confirmed this. The provider worked with professionals in the community and personal carers to co-ordinate services to meet people’s needs. This helped to promote a consistent approach to the delivery of care.
 

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

People’s communication needs were assessed and documented in their care plans although the information could have been more consistent throughout the care plan. The provider demonstrated how they provided information to people in a variety of formats in line with their needs and preferences. A relative told us, “We communicate by text and email, and it works well.”

The provider also ensured staff had relevant training to support people’s communication needs. One staff member told us they spoke a lot more to people with a visual impairment, so the person knew where they were. They also told us they had training for different types of communication needs. This helped to ensure people’s communication needs were met.
 

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 had a complaints policy in place which documented how people’s complaints and concerns would be investigated and responded to. Records of complaints received demonstrated the provider investigated and reported back to people with the outcome. People were able to make complaints through staff, email or telephone. Most people said they had not had any complaints. People told us they were satisfied with how their concerns were listened to and acted upon by the provider. One relative said, “Although I have had issues, I believe the company remains helpful and focused on care quality.”

The provider also responded to feedback from online reviews to identify areas for improvement. The provider shared the outcome from complaints with staff through online messaging, supervision and team meetings. This helped to promote learning and positive changes in line with people’s feedback.
 

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

The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them.

Staff we spoke with understood the need for aids and adaptations to support people’s independence. One staff member told us people used various different mobility aids. They also told us recently mobility had deteriorated for 1 person, so a hoist was now available when required. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights. The provider had an out of hours on-call system to support staff and people when needed.
 

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.

There were policies and procedures in place to help identify people at risk of suffering discrimination or inequality. Care plans and assessment processes reflected these factors had been taken into consideration in the planning and delivery of care. This helped to ensure people’s care and support promoted equality and protects their rights.
 

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 relevant, people had end of life care plans in place. Care plans documented any advanced arrangements and specific preferences around their care. The provider worked empathetically with families to help ensure care was flexible and responsive to changes in people’s condition. The provider had received positive feedback from families of people supported during the end of their life. Care plans detailed staff’s duties and the role of other professionals in supporting people to remain at home during their last days. Staff told us they had enough knowledge and support from the provider to be able to care for people at this time and would welcome any further training available.