Andersen Care Agency

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 health, care and support needs were clearly documented in their care plans, which also highlighted their preferences, what mattered to them, and how best to support them. Any changes in people’s needs or conditions were documented and shared with staff effectively. Information in care plans was centred around people’s wishes, abilities, likes and dislikes, and personal circumstances. This ensured care was delivered in a person-centred way that reflected people’s individual needs and wishes. Feedback from people and relatives indicated they were involved in care planning and staff worked flexibly to accommodate their individual needs.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

Staff assessed people’s needs regularly by involving them and the appropriate health and social care professionals. They captured all necessary information and implemented appropriate support and care plans to help facilitate a smooth transition of care and enable consistent care over time. Care coordinators, field supervisors and care workers worked collaboratively and shared information effectively, which helped to minimise any disruption to people’s care and wellbeing during periods of change.

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

People’s care plans contained clear, personalised information about their communication needs, including identified barriers and detailed guidance for staff on how to communicate effectively. The provider was prepared to provide information in different formats if needed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service engaged with people and their relatives regularly and worked with them to try and resolve issues and improve care. People knew how to raise concerns or make a complaint if needed. Feedback from people and relatives indicated minor concerns had been raised in the past and addressed. They were able to express their opinions freely and told us they felt listened to. A relative said, “If I need to talk to anyone, I ring [staff member] and he sorts whatever it is out, I have never had any real problems, but sometime I may need some advice.”

While no complaints had been formally recorded at the time of the inspection visit, the service operated a clear complaints policy and ensured people and their relatives had access to it.

The provider made sure that people could access the care and support they needed when they needed it. They adopted a flexible approach to providing care, ensuring care was delivered at the right time and in a way that met people’s individual needs.

Staff supported people to access or request health and care services, when some of them could not do so independently. They respected people’s rights and individual needs. Staff provided care and support in accordance with people’s cultural, religious, and physical and mental health needs. Where people required adjustments to their care, the provider enabled and supported these. This meant people could access the care and support they needed, despite the challenges affecting their daily lives.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Staff understood and respected people’s rights, ensuring fair and equal care. They described how they supported people in ways that promoted independence, dignity, and individual choice, and were alert to potential discrimination. This included listening to people, reviewing their care and support needs, and liaising with relatives and relevant healthcare professionals.

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.

At the time of the assessment, the provider was not supporting anyone who was receiving end of life care. However, they had done so in the past and had appropriate systems, knowledge and resources to provide this type of support if needed. They told us they would work with the relevant healthcare professionals, including hospices and palliative care nurses, to make sure people were cared for in a way that maintained their comfort, dignity and respected their individual wishes at the end of their life. Care records showed people had the opportunity to discuss future wishes and end of life care requirements.