Everycare (Isle of Wight)

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. Care plans and feedback from care and office staff showed people were considered as individuals and care was planned around them. Staff confirmed they always had sufficient information about people to enable them to support them safely. A care staff member said they got information, “Through care plans. We will get a bit of an overview when we get new clients, and we can call the office for more information.” Another mentioned that, “Information would be on the front page on every client on the app [electronic system] and in the folder of each client’s house.”

People and family members also confirmed they had care plans and received person-centred care. A person told us, “I’ve got all that [care plan] in a great big folder. They [office staff] ask me every three months if anything needs to change. A person from the office comes.” Another person confirmed this saying, “Yes, I’ve got a care plan. Indeed, someone came to do an assessment at my place. I said that I needed less care and so I changed and cut my visits down.”

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. We received mixed views from people and staff about the continuity of care staff and timing of care calls. A care staff told us, “Some carers have set clients they go to and some like me seem to cover all the areas.” Some people reported a high level of staff continuity whilst others reported having a lot of different staff and timing of care calls. For example, a person said, “I’ve complained about late visits and to know who is coming. Sometimes often, twice a week. But, different people do turn up.” Whilst another said, “They are always on time unless stuck and phone me if delayed. They get everything done. I get 2 visits a day from one carer. It’s usually the same carer.”

External professionals told us they were contacted appropriately, and the management team understood how and when to share information or make referrals for specialist assessments or support. An external professional said they had, “Good communication from the [registered] manager.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's communication needs were identified during their initial assessment and care records provided information about what people's communication requirements were and any additional equipment such as hearing aids that may be required. A staff member told us, “One lady has a communication device, once you get to know her a bit you can converse with her.” Another said, “I had a client who was silently spoken and as they built their confidence they started to talk. We made a chart with pictures relevant for them that they could point to with what they required.”

People and family members did not identify any communication issues with care staff. People and family members were provided with information via a monthly newsletter and in a folder left in people’s homes.

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. A person said, “They [care staff] listen and always do what I ask.” A family member said, “We can communicate. I may leave a note. If they need something they will send a text message from the care staff or management team.”

The provider had a complaints procedure in place people and family members were provided with information as to how to complain in the service folder left within their homes. People and family members were also able to raise concerns via surveys or during visits to them by senior staff for care reviews or field supervisions of care staff. There was a process to record and investigate concerns and complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the registered manager and office staff showed they understood how to access specialist health or social care support should this be required. An external professional told us, “Management are more than approachable and adopt a co-production ethos; I can recall an occasion where I was keen to make a small change to promote independence whilst being mindful not to increase the clients stress level, we discussed the situation and assessed risk, Everycare monitored carefully and provided me timely updates.”

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. An external professional said, “They are creative and adaptable which really stands out to me where challenges were overcome. My client’s mental health stabilised, their independence increased, and care hours were reduced. A good and positive experience for all involved.”

Care staff had completed a range of training including equality and diversity, mental health, dementia and learning disabilities training. People and family members did not identify any concerns about discrimination or protected characteristics.

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. The service could provide end of life care where this became appropriate. The registered manager described how they would link with the local hospice and community nurses to help ensure people received all necessary support. Providers are required to notify the Care Quality Commission of certain events including deaths of people they are caring for. A review of notifications indicated people received appropriate support as they approached the end of their lives.

The service also supported some younger people with a learning disability or mental health need. A review of care plans for some of these people showed there was consideration of what people wanted to achieve and support to meet goals and aspirations.