Kardinal Healthcare 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 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider kept people at the centre of their care and responded to changes in their needs while respecting people’s choices.

Care plans contained details of people’s individual needs such as personal likes and preferences and how they communicated. Staff were aware of the individual needs of people they were supporting. One staff member describing a person-centred approach said, “It's all about understanding a person and their needs then cater to their needs how the person wants, not one size fits all, everyone is different.” A person said, “Oh yes they have got to know me well.”

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 were supported consistently by staff they were familiar with who were trained in their specific needs. One person said, “The manager liaised with social workers; they are a great support with things like this.” Another person said, “The manager goes beyond what they need to do to transition from children to adults I'm very grateful.” A staff member told us, “The care plans are kept up to date and that choice is important.”

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

The provider gave information to people in formats which suited their needs and communication styles. They had explored the use of pictures, different font sizes and had created ‘now and next’ boards for people with specific communication needs. Now and next boards are a visual aid, which can help a person know what is happening now and what to expect to happen next.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider sought people’s feedback about the care they received in the form of questionnaires. People’s voices were listened to and they could make changes to the times of their visits and the care they received. One person said, “Staff listen to me, chat to me they ask what I want to do differently.” A staff member said, “We ask people to fill out feedback forms about their care.”

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

The provider had an on-call system in place for emergencies. People had access to the support they needed when they needed it and could make changes to the times of their visits. One person said, “Yes I do” when asked if they get the support they needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

The provider ensured staff had training in equality and diversity and understood how to provide care to people in line with this. One staff member said, “We have training, we are respected and treat the people we support the same, we are from all over the world, and we all bring our own skills, respecting each other's differences.” A relative explained that the manager had supported them to get the level of care they felt their loved one deserved and that they were grateful for their support.

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.

The provider was not supporting anyone at the end of their lives at the time of the inspection, however the manager explained what they had done in the past for people needing this support. They highlighted working with the professionals involved ensured continuity and good communication. The provider had an end of life policy for staff to follow should this be needed.