Best Care Liverpool 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 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 told us they were involved in decisions about their care. Comments from people included, “Yes, I am involved in decisions about care” and “They [staff] asked what help I needed.”

Whilst some people told us they received new carers on occasion, most people and their relatives told us they enjoyed continuity of care from staff who knew them well.

People told us, “Exactly the same. On average I see the same group of people[staff].Occasionally someone I don’t know usually comes with a regular carer”, “We have the same 4 carers. At weekends it is the same” and “95% regular carers. Occasionally there will be bank carers, not often though.”

Relatives commented, “Regular but some newer carers, we are getting used to each other”, “We know them all. Same people at the weekend. Rota doesn’t really change. I get a rota on nurse buddy. I can see who is coming. I get told if different people coming” and “Regular, same few carers.”

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’s care was delivered in a way which met their assessed care and support needs. People received coordinated and consistent care from staff who knew them well. Any advice from external health professionals was followed by staff. One person told us, “I have the same staff team, they can’t do enough for me, we have an ongoing relationship."

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

Peoplereceived information and advice which was accurate, up-to-date and provided in a way they understood, and which met their communication needs.

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.One member of staff told us, “All feedback is listened to, documented, and used to inform changes or improvements in care and support.”

A complaints procedure and policy were in place. We saw how the provider responded to and acted on complaints and put in actions to help minimise the risk of any recurrence.

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

Processes were in place to ensure people did not experience any barriers in accessing the care and support they required. People’s care records evidenced where people had accessed care from external agencies. We saw examples of where staff had worked alongside external agencies to ensure people received the most appropriate care and treatment to meet their 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.

Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. Electronic care planning meantpeople’s care plans and profiles could be shared across a multidisciplinary team where appropriate. This helped people access the most appropriate care and support for them.

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 supported to make decisions about their future care.Information was managed sensitively so that people had a comfortable and dignified death.Where appropriate,staff worked alongside external health professionals to ensure people received appropriate and compassionate end of life care and support.