Above & Beyond Care Ltd Also known as Above and Beyond Care 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’s views about their care were listened to and changes made to their care and support when required. A staff member told us if people told them of any changes, they informed the office and the changes in the care records were immediately made. A person told us, “I have a care plan and can look at it online, [staff] listen to me about what I need and what I want, and it is in there, also change it if I want.”

A relative said after their family member needed more care, “[Service] were bang on it increased visits… was no problem, they did it quickly so we knew [family member] was safe, can’t praise them enough… since then [family member’s] recovery is much better, so confident with them.”

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’s specific needs were identified in their care plans and staff received training and guidance to meet them.

To support continuity of care, people received care from the same group of staff. One person said, “I have the same care staff come to my visits, all of them are kind, all treat me with respect.”

A relative told us about the flexibility of the service, “They are good if I email them to ask if they can come earlier if we want to take my [family member] out and we get a email back pretty quick, and a good response from them if we need extra care when we can't make it.”

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

People’s records included how they communicated and guidance for staff in how to communicate with them.

The management team told us important documentation, such as the complaint procedure could be provided in accessible formats, where required.

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 told us they knew how to make a complaint but had not needed to. People and relatives told us if they had any concerns these could be raised with the management team and they were confident these would be addressed. A person told us, “[Staff] listen to me, feel confident I could raise concerns if I had any worries. I can ring them anytime.”

The management team told us there had been no complaints received from people using the service or relatives in the past 12 months. They confirmed that concerns were immediately addressed to ensure people were happy with the service they received.

Satisfaction surveys were carried out annually. A member of the management team showed us an information sheet provided to staff with guidance about the dress code and, for example, the length of their nails. This was provided following feedback from people. The quality surveys demonstrated people’s satisfaction with the service they received.

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

There were enough trained staff to ensure people’s planned visits were undertaken. There had been no missed visits in the past 12 months. The on-call system enabled people to telephone the service should they need to out of hours.

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 shared examples with us, where they had advocated on people’s behalf when they required additional support and were unable to request this themselves.

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’s care records included information about if they wished to be resuscitated and/or if they had a recommended summary plan for emergency care and treatment (RESPECT) in place, which had been completed by external health professionals, with the person and their relatives, where appropriate. This ensured people’s decisions were documented and reduced the risks of their choices not being met. The records identified where these were kept in the person’s home, should they need to be accessed. A person told us, “I know I will need more care in the future as I get more disabled, I know I will be looked after, so not so anxious when the time comes.”