Care Assist Limited

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 treatmentchoices,and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People supported hadan allocatedkeyworker who met with themmonthlyto discuss how they were doing andiffurther support needswererequired. People also had regular check inwith keyworkers to discuss areas for example budgetingand healthneeds.People’s preferences and choices were discussed during these meetings to ensure they received person centred care.

Staff created personalised care plans,which they regularly reviewed. Staff used good practice tools and guidance to ensure people received the right care and support. For example, supporting people with mental health recovery,and enabling them to improve their self-care,engagementand emotional support.

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 shared information about people’s needs through personalised care plans, risk assessments,which supported continuity when people experienced changes such asincreased health risks.

Staff received induction training, shadowing experienced staff and had quarterly reviews to enable them to understand the needs of people. The provider worked with people to provide consistent care. People’s needs were understood by staff. This was helped by regular team meetingswhere people’sneeds were discussed. A relative said, “I always get a phone calltotell me what happened following the GP appointments.”

The provider suppliedappropriate,accurateand up-to-date information in formats that were tailored to individual needs.

People received information in a format that they could understand and was inclusive. We saw posterslocatedin communal areas with information about planned activities,healthand safety and how people could make complaints.

Staff told us they had access to the provider’s policies and procedures andstatedthey were aware of how to find this information.People’s care planscontainedinformation about their communication needs, which supported staff to adapt how they shared information. Relatives also spoke positively about communication and told us they were kept informed about their family member’s care and any changes.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care,treatmentand support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they were able to share their views about the service and their care. They knew how to make a complaint. They felt staff listened to them and valued their views. A person commented, “If I was unhappy with anything I would let staff know.”

There were regular meetings for people. They discussed the serviceduring these meetingsand offered their views. People werealsoasked for feedback through surveys and at review meetings.

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

People living at thesupported living settingreceived access to the caretheyrequired. The service ensured that people with a learning disability and autistic people receivedthesupport they needed whenever they needed it, including during the night and in emergencies. Staff told us care was organised in a way that there were enough staff to provide support to people who may need longer to complete aspects of their daily living activities.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care,supportand treatment in response to this.

Staff undertook trainingoninequalityto understand about these. Managers reinforced this learning through supervisions and meetings.

Theprovider ensured people did not experience discrimination. The provider’s procedures were designed to overcome barriers to accessing services and to involve people in making decisions about their care and treatment where possible.

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 a policy in place,which included how tonavigate both planned and unexpected pathways.

People did notrequireany support with end-of-life care at the time of our assessment. The manager advised that where people and their relatives had wished to discuss this, there was a clear record ofthese discussions