Quality Support Solutions 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

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A relative said, “We have had other care companies and [family members] independence declined. They [staff] were in and out so fast they just did everything for [family member]. However, this company is fantastic. I can’t praise them enough. They take their time, they get [family member] to do things for themselves and I can see the difference, especially in their mobility. This company is a life saver.” People and relatives told us they had choice and control over their day to day lives and the care they received. A relative commented, “I can’t believe there is a care company out there that is this good. I am very involved in my [family members] care and I feel listened to. They always try to involve [family member] in everything they do. They couldn’t be better.”

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. Everyone we spoke with felt they were treated fairly and equally by the provider and the staff supporting them.The provider was responsive to the views and recommendations of people and staff for improving the care people received. One person said, “I am regularly asked if I am happy with my care and I always say they are excellent.” Relatives echoed these sentiments. One commented, “Communication is very good, and I am asked all the time if we are happy and is there anything we would like to change.”

People and relatives felt able to raise any concerns they may have and felt these would be acted upon appropriately. One person told us, “I could complain to any of my carers, and I know they will take my worries seriously. I see the manager sometimes as well when they do my care so I could talk to them. I can always call the office as well. I would feel comfortable making a complaint if I had to.” A relative commented, “I have never had to complain, but I would go to [registered manager] if I wasn’t happy.”

People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. One staff member said, “We use a lot of different tools to collect views and feedback. We talk to people; we have surveys and spot checks. People can also make a complaint if they weren’t happy and everyone gets a review of their care package so they could raise anything that way.”

Engaging with people and finding out their views took place in several different ways. There were regular home visits with people where they were encouraged to give their views about the service and the quality of their care. People were asked to provide feedback via satisfaction surveys which we looked at and saw that feedback was positive. Records confirmed there were regular reviews of people's care which people, and their families were involved in. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member. Training records showed staff received equality and diversity training as part of their induction. This was designed to help them make sure people were not subjected to discriminatory behaviours and practices.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.