Solace Care Solutions 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 requires improvement. At this assessment the rating has remained requires improvement. This meant people’s needs were not always met.

This service scored 57 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Health and social care professionals felt that the provider did not always work in partnership. Staff knew the people they were caring for and their needs.

The provider understood the diverse health and care needs of people. People received care and treatment from the service which was in accordance with their diverse health and social care needs. For example, a person’s communication care plan referenced that they were able to understand and communicate in a specific dialect.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.Information could be provided in a range of formats and languages to meet people’s individual communication needs as required. This was an improvement from the last inspection.

The provider did not make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The provider did not always communicate with people’s relatives in a way which was compassionate or sensitive to their needs. For example, we saw evidence of communication between the provider and relatives which did not take into account the family’s needs and wishes. The provider missed opportunities to learn from complaints and concerns, and did not always regard them as an opportunity to improve the service.

The provider made sure that people could access the care, support and treatment theyneeded when they needed it. The provider was alert to potential discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support. The provider ensured people they supported were treated fairly and not discriminated against.

The provider was not always working effectively with other professionals to improve outcomes for people. They did not always feel concerns they had highlighted had been listened to or acted upon.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.