Carestaff Solutions

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 care plans were completed at the point of referral and then reviewed on a regular basis. These could be easily accessed by the person supported, their relatives and staff. Care plans were holistic and written in a person-centred manner. For example, the support plan had an ‘what is important to me’ section which contained a good level of detail about people’s wishes, thoughts and feelings, social history and family relationships. Staff kept the people they supported at the centre of their care and worked hard to make sure people felt happy and content.

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.

The service provided continuity of care by managing staff rotas so that people were supported by the same and familiar staff. Many employees had worked for the company for some time which meant they had the chance to get to know people and their needs well. Staff completed training regarding the community they supported, for example awareness of learning disabilities and autism.

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

The provider had appropriate policies around managing information, such as ‘confidential handling of information,’ and ‘accessible communication policy.’

Staff were knowledgeable about how to communicate with people who did not communicate verbally so that information could be provided in an accessible manner, suitable to people’s needs. The provider had arranged for a new electronic system to support them to produce pictorial and audio versions of important information, policies and procedures. The provider was committed to providing supplementary training to staff for example, the use of Makaton and British Sign Language.

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.

There was a complaints policy and process although the provider had not received any formal complaints and dealt with any concerns effectively and in a timely manner. The provider sought feedback from people and their relatives in different ways such as review meetings and questionnaires. Leaders acted upon any suggestions or concerns people had about their care and support.

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

Houses were purpose built for the people the provider currently supported and so people had full and easy access to their homes. Office staff were available over a 24-hour period to offer guidance and support to people, their relatives and staff.

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 provider had policies regarding equality and discrimination, and leaders were committed to implementing these. Staff were aware of both physical and social barriers that people may face and tried to alleviate these when required. Relatives did not have any concerns about equal treatment.

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 provider had an end-of-life policy and there were sections in the care plan which considered people’s wishes and needs about care at the end of their lives. The provider was not supporting anyone who was at the end of their life at the time of the assessment, although staff accessed end of life training and further bespoke training could be provided if required.