All About Care

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.

People and their families gave positive feedback about the care provided. One person told us, “I’m happy with the care provided. It meets my needs.” A relative said, “They know [relative’s] routines and how they like things done. We are involved and have reviews,” and another commented, “[Relative] is happy and well cared for.”

Care plans were detailed and covered people’s health, physical, and social needs, ensuring a holistic approach to care. Staff told us they regularly communicated with each other about any changes and shared information appropriately to maintain continuity. A staff member said, “Care plans are up to date and tell us what to do and how to care for people. We also ask people how they want things done and involve them in decisions. If there are any changes, we check with them and their family.”

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 experienced consistent care from a stable team of regular staff. One person told us, “I mostly get the same carers,” and a relative said, “We have 4 regular carers. It is important my relative gets to see the same people.”

Staff knew people well and were able to describe their needs, preferences, and routines. This supported a coordinated and responsive approach to care delivery. People and relatives confirmed that care was consistent and staff had a good understanding of individuals, which helped build positive relationships.

This continuity enabled people to feel comfortable, supported, and confident in the care they received. While systems for information sharing were in place, continuity was strengthened by staff familiarity and effective teamwork, supporting day-to-day coordination of care.

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

People’s communication needs and preferred methods of communication were assessed and clearly recorded in their care plans, enabling staff to communicate effectively with them.

The registered manager confirmed that information could be adapted and provided in alternative formats where required, helping to ensure people were supported to understand and be involved in their care.

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.

The provider had a complaints policy in place and shared with people when they started using the service.

People and relatives told us they felt able to raise concerns if needed and were confident they would be listened to. One person said, “I know how to complain and I will if I’m unhappy about the service.” A relative told us, “Everything is going well. If it wasn’t, I would speak up and contact the registered manager.”

The registered manager maintained regular contact with people and their relatives, giving them opportunities to provide feedback. Any issues raised were addressed promptly. At the time of our assessment, no formal complaints had been recorded.

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

The service had systems in place to support this, including a 24-hour on-call service for staff to seek guidance and respond to emergencies. People and their relatives knew who to contact outside of scheduled care visits if they needed support or had concerns. The registered manager told us they were available to staff at any time, which staff also confirmed. Relatives described the service as responsive and accessible. One relative told us, “The registered manager is always available, even at short notice. I can call her anytime,” highlighting the provider’s commitment to being accessible and responsive to people’s needs.

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.

The registered manager maintained regular contact with people and used spot checks and reviews to gather feedback and ensure care remained appropriate. One relative told us, “The registered manager touches base every now and then to check everything is going,” demonstrating ongoing engagement and responsiveness to people’s experiences.

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.

Care assessments included discussions about how people wanted to be cared for, and these preferences were reflected in care plans. Where appropriate, the Recommended Summary Plan for Emergency Care and Treatment form was in place, and care plans clearly documented where this could be located in people’s home if they had it.

The registered manager told us people approaching the end of their lives were supported in line with their wishes, with staff receiving appropriate training to deliver compassionate and tailored care.

Relatives spoke positively about the support provided during this time. One relative said, “We do not know how we would have gone through that stage without the support of this agency. My relative was very well cared for and our family supported,” highlighting the compassionate and person-centred approach taken by the service.