Care Matters (Wiltshire) 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 and their relatives told us staff provided person centred care. Specific comments included, “Nothing is ever too much trouble for them” and “They absolutely provide a personalised service. [Family member] loves sport and talks happily with their carer about matches. It seems to bring them to life”.

Staff were able to explain what person-centred care meant to them. This included the importance of considering the person’s individuality and acknowledging everyone was different, so their care needed to reflect this.

Staff told us they had built positive relationships with people and knew how everyone liked their support to be delivered. They said they had learnt what was important to each person, so ensured their preferences were respected.

There was detailed information within people’s care plans about the support they required. This included the use of any equipment, meal preferences and specific instructions to ensure safety. However, some information such as descriptions of medical conditions was generic and not specific to the person. Management told us they would address this to ensure more personalised information.

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 registered manager and staff team told us they worked closely with a range of other health and social care professionals. This included community nurses, occupational therapists and staff within the local community hospital. They said established relationships meant advice about a person’s needs could be requested directly, often without the need for a lengthy referral process.

The agency’s office was in the centre of the town, so the registered manager had an awareness of local need. They said they were working in partnership with others to implement local initiatives. This included social groups to aid loneliness and social isolation of older people.

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

The service had moved from paper to electronic care planning. This had enabled staff to update any changes to a person’s care plan in a timely manner. However, staff recognised not everyone had or was confident in using technology. They said in these situations, people were enabled to retain their care plan in paper format.

The registered manager told us they were able to provide information in different font sizes, in audio, easy read or different languages. They said they always discussed the person’s communication needs at the initial assessment and thereafter within care reviews. They said the format of documentation would then be adjusted accordingly.

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 their relatives told us they were able to give their views about the service. This included informally through conversation or by phone, in care reviews or surveys. Specific comments included “We’ve got an open door to them, they’re always ready to listen and act” and “[Management] is always happy to discuss any of our worries or observations. I think we’re all part of [the registered manager’s] team.”

The registered manager told us they knew each person the service supported. They felt this was important so people would be able to talk freely to them if they had a concern. Staff told us they regularly asked people if they were happy with their support. They said any changes requested would be made in a timely manner.

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

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 registered manager and staff knew the geographical area well and were aware of those who may experience greater inequality. They said they respected people’s protected characteristics and were aware of potential discrimination.

Staff had undertaken training in equality, diversity and inclusion and identified everyone as an individual. One staff member said “We treat everyone as the individual they are and everyone’s needs, beliefs, differences are unique. From one client to the next, everything changes. This includes gender, race, belief, age and religion.”

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 service provided end of life care if needed and spoke fondly of people who had recently passed. Staff had received training in end-of-life care. One staff member told us they worked alongside the community nurse, GP and local hospice if needed. This ensured the person received the best possible care and were as comfortable and pain free as possible.

Care planning detailed people’s wishes regarding their end-of-life care. This included their preference of remaining at home or being admitted to hospital as their health deteriorated.