Adonai Care Services Ltd

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 service met people’s needs.At our last inspection we rated this key question good. At this inspection 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 service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to changes in people’s needs.

People were at the centre of their own care, supported by staff to live well at home, staff were attentive and met people’s needs. Feedback was overwhelmingly positive about the person-centred approach delivered by Adonai Care Services Ltd. A person told us, “I couldn’t do things myself and they always ask if there is anything else I would like done.” Staff told us they had enough information to provide safe care. Records showed a personal approach to care and support. People told us their care and support were a lifeline. A person said, “Without the carers I would not be able to cope.” Policies and procedures which underpinned the service all had a consideration of person-centred care.

The service 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 told us they had access to the care they needed. This included seeing their GP or nurse. Relatives were confident in the staff to seek emergency medical advice if needed. Smaller staff teams with senior staff involvement meant they could identify changes in a person’s condition quicker. This was supported by regular handovers and a dedicated messaging system. Staff told us they routinely contacted professionals to support people such as, GP, community nurses and occupational therapists. A dedicated member of staff liaised with external professionals to support continuity and results. Records showed input from a variety of health and social care professionals. Information was shared through meetings and messaging systems.

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

Communication was effective within the service, we received overwhelmingly positive feedback about the way the service communicated with people, staff and external professionals. A member of staff said, “The dedicated and caring team always prioritises safety, and there is excellent communication between staff at all levels to ensure needs are met promptly.” People’s communication needs were detailed in care plans. This information was highlighted if a person had communication difficulties and shared with relevant health and social care professionals. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The service adapted to meet people’s individual communication needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People told us they were always asked if they were happy with the service, included by day-to-day staff and officially by the service. The service actively sought feedback from people, their relatives and staff. Staff meetings, handovers and secure messaging systems meant information was continually shared and updated. Information was used to shape the service and make changes.

Feedback received throughout the inspection confirmed everyone had confidence in the service and the registered manager to address any concerns they had. The complaints policy was aligned with best practice guidance.

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

People told us they received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to live well. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing competency monitoring. Each policy and procedure had a consideration of equity, accessibility and safety.

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 and their relatives told us they were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates, they told us the registered manager and manager would take them seriously. Staff training, guidance and observations meant staff were reminded of their responsibilities. Policies, procedures and working practices within the service were in accordance with relevant legislation to ensure people and staff received fair treatment.

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.

People were provided with opportunities to discuss their wishes for the future. Care plans were person centred, and initial assessments and regular reviews meant the service had recorded the person’s most recent views and feelings. It was important to the service to support people to spend their days in their own home, in a familiar environment. The service had received high praise for their work with people at the end of their lives. A relative said, “Thank you to all of you who took care of our loved one until the end, you always made sure they were safe and comfortable. Our family was so appreciative of this, with our heartfelt thanks.” Records showed working partnerships with external professionals during people’s last months and days.