Everyday Recruitment Agency

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.

Care plans were person-centred and reflective of people’s support needs, wishes and preferences. Details included emotional support for people and how they would like to be supported in times of distress. Staff knew people well and treated them as individuals, providing care that was tailored to each person. Staff knew where to find individual information about someone if they were going to a new call to ensure personal centred care was given. A person said, “The carers are pretty good, I have had some of the carers for years and they all like coming, I have a good rapport with them.” Relatives were informed of changes to people’s needs and spoke of how they felt that they were involved with their loved one’s care.

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.

Staff understood the importance of working closely with a range of healthcare professionals to ensure consistency of care. The provider had a consistent staff team which ensured continuity of care for people. Staff had good understanding of people’s health and social care needs and attended specific training for this. A professional said, "I have never had an issue contacting a member of the team out of hours and always found the on-call duty worker to have given sound clinical advice to the carer when faced in situations that have been unexpected/unplanned. "The registered manager informed us that their care planner would automatically block out the same carers for the same calls to keep continuity of care. These regular carers guaranteed that tasks such as supporting someone to access the local swimming baths, ran smoothly and ensured less stress for the person.

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

People’s communication needs were documented in their care plans. People told us they knew how to make a complaint and how to give feedback. People received information in a way they could understand. The registered manager said “We use QR (Quick Response) codes if people or relatives want to see their care notes or we can print them off. Care plans can be changed if they are needed to for braille or we would read it to them. We can also change them into different languages if it was needed.” The provider also provided QR codes for health professionals or paramedics which gave them a 30-minute access. Policies were clear and in line with national guidelines.

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 told us they could approach staff and the registered manager about anything and felt confident their concerns would be dealt with. Where concerns had been raised, appropriate actions had been taken. The registered manager checked in with people on a regular basis and any changes requested by people were considered and, where possible were made. A person said, “I didn’t get on with 1 carer and office made sure the carer didn’t come to me again.” The provider ensured that people were listened to if they did not get along with specific carers and rectified the situation immediately.

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

People told us they felt listened to and were confident to raise any concerns with staff. We saw that complaints had been appropriately handled, and action taken to remedy concerns quickly. The registered manager told us, “We never use agency staff. Our office staff help if needed. We are not an agency that take, take, take. We will not take on a care package if we cannot meet the person’s needs.” A professional echoed this and stated, “My client has not needed a hospital admission over the last year and has not required any pressure damage care. Considering how vulnerable [person] is, I would consider this largely due to having good, proactive and preventative care.”

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.

Staff treated people fairly and there were no concerns about discrimination. Staff had completed equality and diversity training and strongly believed in upholding people’s wishes. Staff spoke with people and their relatives to ensure peoples’ care remained tailored to their individual cultural needs. Staff advocated for people and extra time was given in call times if people had difficulties communicating. The registered manager was able to explain the protective characteristics of the Equality Act 2010 and how the service upholds these values and this was evidenced in people’s care plans.

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’s wishes and decisions were recorded in their care plans; this included any end-of-life decisions. The registered manager gave us examples of how they had assisted people at the end of their life and how they have supported people to improve. One example was a person who was nearing their end of life care and at the time of the inspection was accessing the community with their family and doing well. A person who was receiving end of life care told us, “I have regular carers and I get on well with them, I have no complaints.” Care plans included any do not attempt resuscitation (DNACPR). These were documented both on people’s electronic care plans and were readily available for emergency services should this be required.