Starline 2000

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 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager and care workers team made sure people received personalised care which met their assessed needs. One relative told us, “Yes, the manager comes out to do my loved one’s care plan review annually and no changes have had to be made to their support plan”. Another relative said, “My loved one’s care plan is in a file. They had reviews of care plan when the manager, who comes out every year”.

People and their relatives told us they were happy with their care. One relative told us, “My (loved one) feels very safe with care workers. My loved one is unable to express with words, so the carers have learned by their body language, eyes and facial expression. My loved one has developed a very trustful relationship with the carers over the years.”

Staff knew people well and were able to describe their care needs and the support they required as individuals. However, we found the care delivery logs did not always reflect that all planned care tasks were carried out in line with service user agreed care plans. For example, a care plan showed “I request the care worker to support me with mouth care. I request the care worker to support me with application of cream to my pressure areas.” Nevertheless, there was no mention in the care log to suggest that the care worker monitored the skin health and applied cream to pressure areas and supported with oral care. In response to our feedback, the registered manager told us how they planned to carryout real time monitoring of care delivered by care workers in line with the care plans and recording all completed tasks in the care logs.

Relatives supported people to access the community for healthcare appointments. However, the registered manager and care workers worked closely with external health and social care professionals and shared relevant information with them to ensure people’s needs were met.

The provider ensured people, and their relatives had the information they needed about the service and their care. One relative told us, “The carers have learned to use a spelling board to explain tasks for my loved one”. People had information about upcoming appointments with health and social care professionals.

The provider enabled people, and their relatives to share feedback about their care. There were systems in place to ensure the provider sought the views of people using the service through regular reviews of their care, spot checks, and feedback surveys that were conducted. People’s feedback has been positive.

The provider had a complaints procedure. People were aware of this and told us they felt confident raising concerns. One relative told us, “Yes but not necessarily a complaint only a query. It was dealt with satisfactorily”. Another relative said, “Yes, I do know how to complain. It’s not really a complaint more like daily issues. I have had to contact the manager with regards to my loved one’s PEG feeding and that carers are not following the correct procedures. It has happened several times and it seems nothing is being done. The agency should bring in PEG nurse to train carers on the correct and safe procedures in PEG feeding”. We reported the matter under safe and effective staffing.

The service was non-discriminatory. The registered manager told us they would always support people with any needs they had with regards to their disability, race, religion, sexual orientation, or preferred gender. Care workers provided personal care to people when they needed it.

The registered manager listened to information about people and ensured people had equity in experience and outcomes. The provider had procedures for ensuring personalised care. Care workers had training in equality and diversity. People’s care plans included information about their individual characteristics, culture, religion, sexuality, lifestyle and beliefs. Relatives told us their individual needs were respected.

The provider had an end-of-life care policy in place. The registered manager and care workers were aware about how to support people who required with end-of-life care. They said they would liaise with the appropriate health care professionals to provide people with end-of-life care and support, when it was required.

End of life (EoL) care plan were in place for people who required. These plan had guidance for care workers, contact details of healthcare professionals and EoL community care services.