Universal Care Agency Ltd

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 and relatives confirmed staff knew them well, including, likes and dislikes, abilities and personal history. People received care that was personal to them from a regular staff team who they had been able to get to know and trust. A relative said, “We have got to know all the carers and we do have the support from a regular team. There is continuity.” Another relative told us, “The care staff are very good at understanding [person’s] needs. [Person] will chat [with staff] but often resorts back to their natural language. The care staff respond very respectfully.” A person told us, “We have got a good rapport with the carers.” Staff were knowledgeable about people’s individual routines and preferences.

The provider and staff worked in partnership with people and their relatives and reviewed people’s care regularly. This helped to ensure care could be provided in a person-centred way and adjusted as required should people’s needs change.

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 the service provided continuity, and they received care and support from regular staff they had got to know well. People confirmed staff arrived at the time they were expected. They said they were informed if staff were running late, although this rarely occurred.

Staff understood people’s health and support needs and were trained to meet them. People's expression of their cultural needs was enabled by staff.

People were encouraged to take responsibility for their own care needs in their own homes. This included arranging their own healthcare appointments. However, when needed, staff members supported them in a way which empowered them to maintain their own wellbeing. Care records confirmed relevant health and care professionals were contacted when people needed to see them.

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

People and their relatives confirmed the provider made information available to people. This included a service user guide which provided information about the organisation, meeting people’s expectations and how to complain. At the time of this assessment no one had need for information in alternative formats, but this could be provided if required.

People's communication needs were assessed, and care plans included guidance on how these were met. For example, staff were reminded to speak slowly and clearly for one person, and another person was supported to communicate with the use of a communication board.

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.

People and their relatives told us that they knew the provider and remained in contact with them. Comments included, “I do know the manager and he has checked on our feelings of the service. He does listen to us”, “They [provider] contacts regularly” and “He [provider] has visited on a few occasions, he has contacted us, and he does listen.”

People and their relatives were involved in the planning of care and reviewing how it was delivered. The provider gathered feedback from people and their relatives to assess the quality of care people received and to make improvements. This included the completion of quality assurance questionnaires or surveys and face to face meetings.

People knew how to make a complaint if they were dissatisfied with the care. The provider had a complaints policy which included ways in which concerns could be raised and the process for dealing with any concerns received. The provider shared information with us which demonstrated if a concern was received this would be effectively investigated and acted on.

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

People were supported to receive care and support at a time which met their needs. The provider was committed to ensuring there were no barriers to the care people received. People had access to out of hours contacts should they need to contact the provider in an emergency.

Staff monitored people’s health needs, and the provider ensured people had timely access to health and social care professionals when required, and that this was not impacted by any person’s protected characteristics, such as age, race or disability. People’s changing needs were reviewed and reflected in updated care plans.

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 were supported to have equity in experiences and outcomes. People's care plans were person-centred and detailed their characteristics, beliefs and preferences including their social interests, cultural needs, hobbies and likes and dislikes.

The provider was passionate in ensuring the person they supported was treated fairly and not discriminated against. Staff had completed training in Equality and Diversity and understood people had a right to receive care and support that met their specific individual needs. Staff were responsive to people and ensured they received care and support in line with their preferences and needs.

The provider had an up-to-date Equality and Diversity policy.

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 were supported to make informed choices about their care and support. Care records captured what was important to each individual and where any advanced decisions had been made. People were supported to make choices about their future care, where required.

At the time of our assessment none of the people receiving care and support had been identified as requiring end of life care. The provider told us, should people require palliative care, additional advice and support from healthcare professionals would be sought. Staff completed training in death, dying and bereavement.