Constable Care

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.

The registered manager was able to give examples of how they adapted and supported peoples changing needs. People and those important to them, contributed to care planning which contained instructions of how people wished to be supported depending on their preferences, needs, likes and dislikes. This included things people liked to eat and how they wished personal care to be delivered.

One relative told us, “When they started coming in my [Relative] was reluctant to have help with personal care. The care staff took their time for [Relative] to get to know them and what they were there to do until [Relative] felt comfortable with the support. Now [Relative] goes to the bathroom and says are you coming or not.”

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.

One relative told us how important it had been to have such a local provider and how this had supported continuity of care for their loved one.

People told us they had the same regular staff who knew them well and could identify changes to their needs and respond quickly.

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

People had access to their care plan information and the services that the provider was able to offer. People and their representatives had information about how to raise a complaint and what action the service would take.

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 had commented in satisfaction surveys that they felt included and involved in their care. One relative had said, “[Staff] they always include [Person] in what they do for them and ask [Person] how they feel.”

People’s communication needs and preferences were documented in care plans, and they also received information about how to contact the service if they had concerns. A relative told us when they had raised a very minor concern, the registered manager had taken action to address these quickly and they had seen improvements when needed.

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

This registered manager was able to demonstrate when they had ensured that referrals were made to support people’s changing needs, including advocating on people’s behaviour and chasing up referrals.

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.

Many of the people supported by the service were living with a dementia. The registered manager had accessed specialist dementia experience training which had helped inform how staff approached people. Relatives gave examples of staff using distraction and humour to make care provision enjoyable, relaxed and person led. One relative told us that staff took extra time in the first few weeks of care provision to allow their relative to get use to them. They told us, “Without them and I don’t think I would have been able to keep [relative] at home.”

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 registered manager, and staff had excellent relationships with family members and people receiving care. Although no one was receiving end of life provision, the registered manager was able to provide evidence about how they supported people’s changing and evolving needs.