Total Health Support and Training Services 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 ensured people were at the centre of decisions about their care and support. Care was planned and delivered in partnership with people, taking account of 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. Records showed care plans and associated documentation were reviewed and updated to ensure they remained accurate and relevant.

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

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

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 healthcare professionals and other agencies involved in people's care. Information was shared appropriately to support coordinated care and help ensure people experienced a consistent approach to their support.

One person told us staff informed the family if they noticed changes in their relative’s health and would contact the GP when necessary. They also described how the provider increased the number of care visits following their relatives discharge from hospital to support their recovery. This demonstrated the service's ability to respond flexibly to changing needs and promote continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people's individual needs.

Information was provided in a way reflected people's communication needs and preferences. People's communication requirements were documented within their care plans, providing guidance for staff on how to communicate effectively and involve people in decisions about their care and support.

Records showed staff had access to the information they needed to provide safe and effective care. Staff told us information about people's needs, preferences and changes in their circumstances was shared appropriately to help ensure care remained consistent and responsive.

People did not raise any concerns about how information was provided to them. Feedback confirmed people were involved in discussions about their care and support and had access to information relevant to their needs.

Information relating to people's care was collected, stored and shared in line with data protection requirements, helping to maintain confidentiality and protect 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 systems in place to receive, investigate and respond to complaints. Records showed concerns were reviewed, investigated where required and actions taken to address issues identified. Complaint records demonstrated responses were provided appropriately and actions were completed where necessary.

People and their relatives knew how to raise concerns and were confident these would be listened to. Most people told us they were regularly asked for feedback through reviews, visits, questionnaires and ongoing discussions with managers and felt their views were welcomed.

The provider used feedback and complaints as opportunities to learn and improve the service. Where lessons were identified, these were shared with staff and used 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 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 professionals involved in people's care. This collaborative approach helped to ensure people received coordinated support and timely access to services when needed.

The provider sought to understand people's individual needs and circumstances and used this information to plan and deliver care aligned with 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 people's needs, wishes and preferences 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.

This approach helped to ensure people received personalised support tailored to their circumstances, preferences and strengths, promoting equitable outcomes.

The provider supported people to plan for their future wishes and preferences, including end of life care where relevant. During the care planning process, people were asked whether they required support with palliative or end of life care, and any wishes, goals and preferences for the future were discussed and recorded within their care plans.

The provider had a palliative and end of life care policy to guide staff practice. Where a person was approaching the end of their life, the provider worked in partnership with relevant healthcare professionals, including GPs, district nurses and specialist palliative care services to help ensure coordinated and person-centred support.

Care records reflected people's preferences and included information about important decisions and future care arrangements where relevant. The provider worked collaboratively with families and healthcare professionals to ensure people's wishes were understood and respected. This helped ensure people's choices, dignity, comfort and preferred outcomes were recognised by those involved in their care.