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

Care plans included people’s life histories, family trees and clear guidance for staff on their preferred names. Although written guidance was not always available, staff knew the people they supported well, including their routines, likes and preferences. Where people had expressed a preference not to be supported by staff of a particular gender, this was clearly documented in their care plans and respected in practice.

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. Records showed staff contacted external healthcare professionals when concerns were identified about people's health or wellbeing. This helped to ensure people had access to appropriate advice, treatment and support when needed. Staff shared relevant information with partner agencies to support positive outcomes for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, people had their communication assessed and care plans were in place and provided staff with clear guidance on how best to communicate with people.

We were not assured that all complaints were appropriately recorded and monitored. Although a complaints process was in place, the provider was unable to demonstrate that all complaints had been logged, as records were not comprehensive. However, the complaints that were available for review showed that concerns had been investigated and responded to appropriately. Records demonstrated that complainants received a response, actions were taken where required, and apologies were provided when issues had not met people's expectations or when things had gone wrong. Quality assurance systems were not always effective in driving improvement. Quality assurance questionnaires had been distributed to gather feedback from people, relatives, and staff; however, the results were not consistently analysed or summarised. As a result, the provider was unable to clearly demonstrate the findings from the questionnaires, identify themes or trends, or evidence what actions had been taken in response to feedback received.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff ensured people received timely care if needed from other health professionals. One staff member told us, “I identify deterioration in a person’s health by getting to know their normal health, behaviour and routines and looking out for any changes. . I also pay attention if someone seems more tired, confused, withdrawn or unwell than usual. If I notice any changes or concerns, I report them promptly to my manager and follow the person’s care plan and the appropriate procedures. Where necessary, I would contact the GP, District Nurse or other relevant healthcare professional and provide clear information about what I have observed.”

People had good outcomes and experiences of the service regardless of their needs, backgrounds or protected characteristics. People and their representatives told us they were treated fairly and equitably. One staff member told us, “I have not directly supported people by booking healthcare appointments, but I have supported them indirectly when healthcare concerns have arisen. For example, if I notice that a person has broken skin, a wound, or any changes to their skin integrity, I report this promptly and contact the GP or District Nurse (DN) when required. I provide them with the relevant information about the person’s condition and follow their advice.”

People were not always 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.

End-of-life care plans were not always detailed or person-centred. Records did not consistently contain sufficient information about people's wishes, preferences, values, or the care they wanted to receive at the end of their lives. Care plans lacked detail regarding people's individual choices, including any cultural, spiritual, or emotional needs, and did not always provide clear guidance for staff on how these wishes should be respected and supported. People's resuscitation wishes were recorded in care plans.