Care Quality Services Brighton and Hove

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 written in collaboration with people who used the service. They contained details of people’s life histories, current needs and their preferences. Details such as how people liked their food and drink preparing or what order they would prefer certain tasks to be completed in were included. Relatives told us that they were also involved in people’s care planning, one said, “I was involved in the care plan, and I think there is a copy here. So far, they have had regular staff who have got to know them well.” Staff told us that they had sufficient time to read people’s care plans to get to know what they needed and how they wanted to be supported which centred around them.

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 and leaders worked together to promote continuity by providing the same staff for people which gave consistency in care. When this was not possible, people were kept up to date of who would be coming via a rota. When one person was admitted to hospital, staff still went to provide the person with care during their stay on the ward. We received positive comments from people and their relatives about the provision of care. A person told us, “I do have regular carers, and they know me well. I think there is a number somewhere if I need to complain about anything, but I am happy with my carers. They are all very good to me.”

The management team made referrals to other specialist services when required which meant people’s care needs were comprehensively met. Professionals told us that they felt their guidance was followed.

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

The management team shared up-to-date information about the service and were in regular contact with people and their relatives to address any changes. People’s care plans were available to them in their own homes, in a format which was accessible to them. Should it be required, the provider had information available in other languages, size of font and colours, to best meet people’s needs. People were also provided with a current rota detailing who would be visiting them that week. Relatives could access this remotely if they were granted permission to. A relative said, “[Person] has regular staff, and they all know them well now. We get a regular roster every week via email, and I always forward it onto them.” Where people could not use email, a paper copy was available.

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 felt listened to and were confident to raise any concerns with carers or office staff alike. We saw that complaints had been appropriately handled, and action taken to remedy concerns quickly. One person told us, “This agency are absolutely amazing and any small niggle they sort it out immediately. A while ago we gave some feedback and the change happened straight away, they are so fantastic.”

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

Records showed staff supported people to access external organisations such as GPs when needed, referrals had also been made to specialist services as required too. For example, the service worked alongside speech and language therapists. Staff demonstrated good understanding of advice given by other professionals and guidance was incorporated into people’s care plans. For example, supporting a person to reposition when their skin integrity was at risk.

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 advocated for people and used their knowledge of local services to support good outcomes for people. Staff worked as flexibly as possible to allow people time to ensure their needs were met. When people needed longer, for example if they had difficulties communicating, this was factored in to care call times. This encouraged equity in outcomes. Where people had protected characteristics, these were detailed in their care plans, along with any specific guidance for staff in how best to offer 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.

At the time of the inspection, no one was in receipt of end-of-life care. However, the provider had robust systems for documenting and recording people’s preferences in relation to how support should be provided at the end of people’s lives. Where people had expressed decisions regarding future care, these were clearly recorded. This included any do not attempt resuscitation (DNACPR) or Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. These were documented both on people’s electronic care plans and within a paper file in their homes, readily available for emergency services should this be required.