Beige Healthcare 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 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.

The registered manager had worked very closely with a person and their relative to consider the care and treatment options which best met their changing needs. For example, seeking guidance from health professionals, putting in place additional monitoring records and using equipment.

Whilst we found some further detail was needed to people’s care plans to fully reflect their needs, 1 relative told us, “They [staff] are extremely knowledgeable and competent when providing family member’s care and support.” And 1 person said, “I have access to my care plan and it is updated accordingly, my care plan is flexible due to my disability.”

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.

People benefitted from a regular, stable staff team. People were supported by the same team of staff, so they were familiar with each other.

The service’s flexible approach supported personal choice and continuity, making sure that care remained responsive and respectful at all times.

One person told us they had experienced timekeeping issues with the care agency, however, these were being addressed and improvements had been made.

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

People’s preferred method of contact was recorded in their care plan.

The service supported a person with a sensory impairment, and they told us that in an emergency staff would contact the GP on their behalf and support them to arrange medication if it had not been delivered.

The service understood the importance of storing information securely and maintaining confidentiality.

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, relatives and staff frequently spoke to the registered manager who often attended the care calls.

The staff and service accepted feedback, concerns or complaints as an opportunity to improve the service and the quality-of-care people received.

One relative told us, “I am fully aware of family member’s care plan. The registered manager constantly updates me on a regular basis via email. Whenever I come to visit my family member we have a face-to-face meeting, between family member, myself and the registered manager to discuss any concerns or changes that may need to be implemented.”

One staff member told us, “There is information in the [care] plans but people I am supporting are able to communicate clearly what they want, and I can get to know them.”

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

The registered manager went above and beyond their normal duties to ensure people could be supported to appointments, have additional visits and had all the equipment they required. The registered manager was contactable at any time and business continuity planning had been completed for adverse events.

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.

Staff were very much led by the person and took a genuine interest in their views and feelings. One relative told us despite a decline in their family member’s health staff still encouraged as much independence as possible.

One staff member told us, “We try our best to support [people] to spend their life happy, independently, safely.”

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 registered manager was involved with supporting 1 person and their relative when their needs had increased.

Staff were aware if someone had a Do Not Attempt Resuscitation (DNAR) form in place.

However, despite future planning being a section in the care plan very little information was recorded here.