Support Care 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 71 (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 did not always make sure people were at the centre of their care and treatment choices as some parts of people’s care plans were not fully completed. For example, one person required full support from carers for all aspects of daily living including a bed wash due to having dementia and being supported in bed. However, this section of the care plan had not been completed. For another person, the care plan was not fully completed and only stated ‘personal care, (shower, cream, dress up), breakfast and meal preparation and medication’.

We raised this with the registered manager who acknowledged this issue and told us they would ensure care plans were fully completed.

People’s care plans, however, were person centred and contained information on people’s needs and care preferences which included their habits, daily routine, likes and dislikes and things that mattered to them most. Records showed care plans were regularly reviewed and when a person’s needs changed, their care plan had been updated accordingly and measures put in place if additional support was required. A relative told us, “We discussed a care plan at the beginning, and all [person’s] needs were documented. The care plan is regularly updated and discussed, or they will make changes immediately if something changes in [person’s] condition or needs.”

Staff had access to people’s care records and when speaking to staff they were knowledgeable about people’s needs and spoke respectfully about people they cared for.

People and relatives told us they also had access to the care plans and spoke positively about the service they received which was in accordance with their needs and preferences. A relative told us, “All care is recorded electronically and we have access to this.” Another relative told us, “The whole team are really very observant and responsive. We cannot thank them enough for taking such good care of [person].”

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 service engaged with health and social care professionals such as the local authority and GP to support people with their health needs when needed.

The provider had systems in place to supply appropriate information in formats that were tailored to individual needs. No one at the service currently required this, however the registered manager told us they were able to tailor information in accordance with people’s needs and in different formats if needed.

People's care plans contained information which showed how they communicated and whether they were able to communicate their wishes. A relative told us, “The carers have developed a real understanding of [person] and recognise their moods and expressions.”

The provider made it easy for people to share feedback and ideas or raise complaints about their care. Systems were in place for people to share feedback and ideas, or raise complaints about their care, treatment and support. The service obtained feedback from people and their relatives about the service through care reviews and questionnaires. A relative told us, “They [support care services] do send out questionnaires to get feedback and will respond accordingly.”

Procedures were in place for receiving, handling and responding to comments and complaints. The registered manager told us no complaints had been received about the service. A relative told us, “I have never thought about the need to complain because they are just so good. They [support care services] really demonstrate how the client is the priority and do everything they can to make sure they get the care they deserve.” Another relative told us, “I really would be shocked if there was anything to complain about. They [support care services] are so preceptive to when things need to be changed or if there is a problem that we never have to point anything out. If I ring up everyone is polite and courteous and very helpful.”

The provider made sure that people could access the care, support and treatment. People were supported to access healthcare services when needed. The service worked in partnership with key organisations including the local authorities and other healthcare professionals to ensure people had access and received care in a timely manner. A person told us, “I do speak with [registered manager] and she visits sometimes; she is a very nice person. She likes to check that I am getting the right care and see if I am happy.”

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. Equality and diversity policies were in place and staff had received equality and diversity training to ensure people’s care, treatment and support promoted equality and protected people’s rights. People’s equality and diversity needs were detailed in their care records.

People were supported to plan for important life changes, including at the end of their life. No one at the service currently received end of life care. The registered manager told us, if and when required, they would work with people, family members and other healthcare professionals to ensure people's end of life wishes were met and dealt with in a dignified manner.