Aspire Care Services Ltd

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 this key question was not rated. At this assessment the key question has been rated 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.

Staff told us they consulted people’s care plans and spoke to them before they delivered care and treatment. Refusals of care and treatment were respected and noted appropriately.

Care plans and risk assessments were person centred. They contained enough information to staff were able to support people with care tailored to their individual needs.

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 provider worked closely with the local authority and appropriate agencies to ensure they were able to deliver appropriate care to people before agreeing to support them. The service had a business continuity plan in place. This meant measures had been put in place to ensure the continuous delivery of service to people during unexpected or emergency situations at the service.

Staff had a good understanding of people’s care and support needs. One staff member said, “I communicate regularly working as a team with GP’s, nurses, dieticians, and social workers.”

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. (AIS) The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

We saw evidence to support the provider was supporting people as required in line with AIS standard. A relative told us, that staff had given people large print instruction sheet with their recommended exercises on it.

People’s communication requirements were documented in their care plans and risk assessments. However, at the time of the assessment, no people using the service required specific AIS support.

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.

Staff told us they were able to give feedback to management via monthly team meetings, supervisions and 1:1 discussion. Important messages were shared in staff group chats and direct communication with the manager, and staff were able to feedback any concerns they, or people had at this point also.

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

A staff member told us, “I [support people] to attend regular health checks, GP and specialist appointments. I follow referral processes as required.”One family member told us they would like their relative to be supported to have more access to the community. However, most people and their relatives told us they were supported with care and treatment required. They were supported to access external health appointments as required.

People told us they were able to contact the office for information or to raise concerns as required. A relative said, “We have a good relationship with management and office staff. They are good at picking up the telephone”. A lot of my requests have been actioned quickly.”

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.People experienced good outcomes with the care and support they received regardless of their backgrounds and care needs.

Staff had received training in Equality and Human Rights and understood how to support people well regardless of their protected characteristics. People told us they were well supported and did not feel they were discriminated against.

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.People’s care plans documented their advanced care support needs, if they wished to share this with the provider. People had DNARs in place as required, and people were involved in the planning of their advanced care support needs.

Staff had received training in end-of-life care, so they were equipped to support people with this advanced care need if required.

The service had an end-of-life policy in place.