Ornate Healthcare Services

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 had been offered the choice of gender of carer and said this was generally adhered to. One person told us, “They would always send a female for personal care, and they really don’t rush me.” People we spoke with said care staff worked at their pace, and they seldom felt as if they were being rushed. A relative told us, “They know my relative well, they make her laugh. We do have a care plan and we have had a review.

Feedback we received from professionals was highly complementary about the service’s person-centred approach and flexibility towards the delivery of care and support. One person had been unable to access the shower in their own property, so support had been coordinated with a local day centre; staff took them there to use the facilities and ensured levels of personal hygiene were maintained.

We were told the service had succeeded where other companies had failed. A consistent standard of support had enabled one person to remain safely at home with no safeguarding concerns for a long time. This had not been possible with other care agencies. One professional described staff as being ‘exceptionally attentive’ to the person’s needs.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

People’s communication needs were documented within electronic care records and staff ensured information was relayed and shared in a way the person understood. Staff explained how they used a whiteboard to good effect to aid communication. Processes were available to the registered manager and staff to ensure documents could be provided in a variety of different ways if needed.

People and their relatives spoke positively about communication from the office and told us they felt well informed regarding their care.

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.

The registered manager and office team actively listened to people’s views and involved them in decisions about their care. One person said, “I think it’s very good. We had a visit and filled in the questionnaire. They are mostly very good.” People told us they had regular opportunities to give feedback, and we saw this was the case as surveys were shared with us. When any concerns had been raised, they were followed up and acted upon.

People we spoke with felt comfortable to raise their concerns and were confident these would be listened to and addressed. A person told us if they had a problem they would speak to the manager and had done so on one occasion. This had been resolved to their satisfaction.

The registered manager kept a complaints log. One formal complaint had been fully investigated and a lengthy response sent to the complainant. The service acknowledged the care had fallen short of expectations and actions taken to remedy this were outlined in the response.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

At the time of our assessment, the registered manager confirmed that no one was in receipt of end-of-life care. Where people had formally expressed wishes about any end-of-life care choices these were documented in care records.

People’s wishes for their future and any aspirations they had were supported by care staff and the wider team.