North London Community Care Agency Ltd

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 personal care 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 who used the service told us they had been regularly involved in planning their care and support. Care plans were tailored to reflect their individual needs and preferences.

The service 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 using the service told us the service worked flexibly with relatives, unpaid carers or other services. A person using the service commented, ‘‘For appointments, the carer can come at a different time. They are flexible in coming a little earlier or later.''

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

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. People felt comfortable raising a concern or complaint and knew who to contact. People had been given the opportunity to make suggestions, and the service had carried out welfare checks to gather their feedback.

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

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. We found policies and procedures for managing safety events were in line with current best practice.

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.