Baldev Skills Resources 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 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 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. Care plans we viewed during the assessment explained how people wanted to be supported and how staff should meet their needs. People’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. Staff were able to answer questions about people’s support and aspects of their care, which demonstrated their understanding of the people they supported. “I promote dignity, privacy and independence by providing person centred care ensuring the care is tailored to each person’s needs and wants, encouraging them to do tasks they can carry out themselves, shutting the door during personal care, giving them a chance to make their choices.”

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. Staff understood people’s cultural needs and the diverse communities which they served.Care records and feedback from people and families confirmed relevant health and care professionals were contacted when people needed to see them. Systems were in place to monitor and review care, this included provision to ensure consistent care was delivered. However, we received mixed feedback about flexibility and consistency of support.” One partner told us, “Yes (they are on time) and not only that, but [person] may have appointments, so staff are flexible to tweak hours. They are responsive and if situation changes, they work out what is best for [Name].” However, another partner mentioned concerns around the rota and cover not being arranged for an appointment even when notice was given. The provider was in the process of replacing current call audits with reporting options on the electronic system. We asked them to utilise this to monitor further that all people always received consistent and flexible care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had communication care plans in place. Records detailed people’s preferences and guidance for staff about how to interact with people. People had access to information in formats that met their needs, such as easy-to-read versions of information or information provided in different languages. For example, one person who had limited understanding of English was provided with translated care records as well as being supported by staff who could speak their first language. One staff told us how they supported someone with their personal care, “I use visual choice boards to ask if they want a bath or a wash.”

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 overall felt involved in discussions about their care. However, one relative mentioned their family member feeling excluded occasionally when staff conversed in their own language. We asked the provider to ask staff to be mindful of this, to ensure people felt included in all conversations. The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps which could be taken if complainants were unhappy with the resolution. We saw examples of how people’s views and opinions were sought. People and relatives knew how to seek advice or raise concerns, and the majority felt confident to do so. One person told us, “No complaints with what they do. Had a survey and filled all that in. They ask how I am every day and how it’s been.” However, a relative told us when asked if they had raised an issue with the provider, “Yes, but it hasn’t helped.” We discussed this with the provider who agreed to review matters with the family.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and ensured they received care and support in line with their preferences and needs. Records showed people were supported with accessing healthcare if required.

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. People’s care records contained information about their wishes in relation to how their social, cultural, and spiritual needs should be met, staff had access to this information so they could adapt their delivery of care accordingly. Staff had completed training in Equality and Diversity and understood people had a right to receive the care and support that met their specific individual needs. One staff member told us, “I have had the Oliver McGowan mandatory training. The training helped me understand how to care and support people with a learning disability and how learning disabilities affects people.”

People were not always 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. At the time of our visit there was no one currently receiving end of life care. However, a record of people’s future wishes and preferences around end-of-life care was needed in care records. We discussed this with the provider who agreed to review and include for all people supported. We saw people were supported to plan for the future, which included the setting of goals. One staff member told us, “My role involves supporting them in achieving their personal goals.”