Call4Care Services 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.

People had a care plan which covered most key areas of their care needs, although some important areas of information were missing or not fully up to date. For example, a person had a live-in carer and required support from a second member of staff to assist with using equipment such as the hoist. However, the 2nd member of staff remained in the person’s home for extended periods when their support was not required. This arrangement was satisfactory to the person and their relatives, but there was no care plan to clarify roles and tasks to ensure person centred care. The provider had plans to hold more regular care reviews to ensure that the person and those close to them were regularly involved in planning and making shared decisions about their care and treatment.

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 had effective communication with relatives and shared relevant information so that appropriate health advice and treatment could be sought when needed. Staff recorded notes about the care they provided which aided communication and could be reviewed by the manager to monitor the care delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A service user guide was available which provided information about the service and the standard of care and support people could expect. The provider was able to provide information in other formats such as large print or easy read if this was needed.

The provider had processes in place to support people and their representatives give feedback or make a complaint when needed. Feedback surveys were used and a complaints form was available in the information folder in people’s homes. The provider involved people in decisions about their care and told them what had changed as a result. When a complaint was made, action was taken to look into the concerns and take appropriate action to resolve the issue.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported in their own homes according to their assessed needs and the provider responded promptly if their needs changed.

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. For example, they were able to offer live-in support when a person needed care staff to be present throughout the day and night, and a second staff member was available when needed.

At the time of this assessment the provider did not support anyone who was in receipt of end of life care. We saw some care planning templates were available and discussed with the provider the benefits of ensuring discussions around any end of life care formed part of the care planning process. Staff worked with people and their relatives to identify any future plans people had. They helped people to retain skills and independence when they were able to.