Opieka Limited Office

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 management team 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. Reviews of people’s care plans were completed regularly with people, their families and representatives. Care plans were detailed and included information about people’s preferences and updates from staff when people’s needs had changed.

The management team understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Where people needed to access other services, the management team and staff worked with people, their relatives, other providers and relevant professionals to support a smooth transfer of care.

People were supported by a consistent staff team. One person said, “There's a core team of staff who come to you. A relative said, “It’s been brilliant. We get the same staff coming in every day and [Person’s name] is happy.”

The provider worked hard to ensure information was secure and shared with people in an appropriate way. Systems were in place to ensure the safety of people’s information both digitally and paper based, with only authorised people having access and backup copies kept in the event of the failure of a system.

People’s communication needs were considered, recorded in their care plans and staff communicated with people in line with their needs. Where people needed information in alternative formats, this was provided.

The provider valued feedback about the service. Annual surveys were sent to people, their relatives and staff to gather feedback about what was working well and anything which could be improved. Feedback was analysed and used to make positive changes to the service. The provider had consistently received positive feedback. Feedback we received from people, their relatives and staff was also consistently positive. A person said, “I'm quite happy with everything. Staff come at a reasonable time. If I want to go out, they come earlier and they accommodate you if you've got appointments.”

Complaints processes were in place and people understood how to make a complaint but had not needed to do so. The management team were passionate about delivering a good service for people due to their own experiences.

The management team made sure people could access the care, support and treatment they needed, when they needed it. Staff understood arrangements for requesting support for people out of hours and made appropriate referrals to ensure people got the help they needed and care records were updated to reflect this.

The provider valued equality and diversity and ensured staff were appropriately trained. People had personalised care plans and had good outcomes and experiences of the service regardless of their needs or protected characteristics.

The provider ensured people had the opportunity to discuss and record their wishes about their future. Though people had not always wanted to discuss this or provide detailed information about their wishes. Staff were trained in end of life care and worked closely with healthcare professionals when people’s needs changed at the end of their lives. This ensured people remained pain-free and comfortable.