Rexshi 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 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 received care tailored to their individual needs, preferences and goals. Care plans were reviewed when needs changed and discussion with people and relatives formed part of the review process.

One staff member said, "Care reflects individual preferences." Another staff member told us, "Care is tailored to beliefs, values and 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.

Continuity of care was a strength of the service. Staffing arrangements promoted familiarity and consistency which helped people build positive relationships with carers. One relative told us, "Only two carers have supported [name], so the continuity is fantastic."

A staff member said, "Good documentation supports continuity."

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

Communication needs were assessed and support was adapted according to people's requirements. The Registered Manager described the use of visual aids, picture prompts and storybooks to support engagement and decision-making.

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 and relatives were encouraged to share feedback and raise concerns. Complaints procedures were available and people told us they felt listened to when discussing their care.

One person said, "I can always query if it wasn't alright." A relative confirmed, "If I had a concern, I would know how to raise it."

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

Arrangements were in place to ensure support remained available when required, including out-of-hours contact arrangements for emergencies and urgent concerns.

The Registered Manager told us, "There is an out-of-hours number and office support available if I am unavailable."

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.

Policies and training supported equality, diversity and inclusion. Staff demonstrated understanding of people's rights and responsibilities under equality and human rights legislation.

One staff member said, "People should be treated fairly and equally." Another stated, "Discrimination should be challenged."

A relative told us, "Staff treat my loved one fairly, respectfully and equally."

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.

Staff had received training to support people experiencing changing needs, including end-of-life care awareness. The Registered Manager understood the importance of reviewing care arrangements as people's circumstances changed.

The Registered Manager told us, "Staff have completed end-of-life training and understand how people's wishes should be respected."