Always Caring Bromley Limited

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 received individualised care tailored to their preferences.

Care plans were person-centred and reflective of people’s needs, preferences, and choices. Care plans were developed with the involvement of people and, where appropriate their relatives. Care records clearly detailed what was important to individuals and included their routines, preferences, and desired outcomes.

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.

There was a stable staff team in place which reduced the number of different staff visiting people. This supported continuity, and enabled staff to build positive relationships with people and ensured familiarity with individual needs and preferences. A person described how staff were carefully matched to meet their loved one’s complex needs and activity preferences, stating, “There are enough staff to provide [loved ones] care package, with a stable team working in rotation. This consistency is a major strength of the service.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication methods were assessed and recorded in their care records.

The registered manager told us that information was provided to people in formats they understood for example large print. They told us if people required information in a different language this would be made available to them. People and their relatives confirmed they had access to relevant information, including care plans and the providers service user guide.

The provider made it easy for people to share feedback, 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 service had effective systems and processes in place to ensure people knew how to give feedback about their care and support. A person told us, “I feel completely confident approaching the company if I had concerns, the management is very receptive to feedback.” A second person said, “I have contact details for both the office and emergency mobile number and have always found staff approachable.”

The provider had a complaints procedure. The complaints procedure was available in formats that people could understand. The registered manager told us they regularly spoke with people on the telephone to ask them about their care, and conducted spot checks on staff to make sure staff were providing safe and appropriate care.

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

People told us staff supported them when required to access and receive care that met their individual needs and preferences. Staff worked with people and their relatives in planning for their care and support. Where additional needs were identified, staff made appropriate referrals to other services ensuring people received the support required to maintain their health and wellbeing.

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 registered manager told us they actively listened to people and their families about how they liked to be supported. Staff worked to achieve desired outcomes by recognising individuality and people’s different needs, circumstances and protected characteristics. Staff received training in key areas such as equality and diversity, autism and dementia ensuring staff had the knowledge and understanding required to support people effectively.

Staff demonstrated awareness of people’s protected characteristics and understood the importance of delivering care that respected individual differences. This included an awareness of people’s cultural backgrounds, values, and religious beliefs.

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 and their relatives had opportunities to discuss their future wishes and for information to be recorded in their care plans were chosen. The registered manager told us that when required, they work closely with the person, their relatives, GPs and palliative care professionals to ensure people’s needs and choices are met and respected.