Care Quality Services Shrewsbury

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.

This is the first assessment for this service after registering with a new provider. This key question has been rated 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.

People received care and support which was personal to them. One person said, “I think the service works well for me and for my needs. The carers are so kind, and I think they really like me as a person, and I like communicating with them. I’m pleased I know them and would recommend them to anyone.” A relative told us, “The carers have all been very pleasant which helps the bond between my relative and the carers. My relative really likes to get to know people to feel more confident and I think the carers they see are meeting that need so far. They are very caring and personable people. There has been nothing negative about the service so far.” People’s care plans reflected their needs, abilities and preferences which helped to guide staff to provide person centred care. A member of staff said, “The care plans tell me everything about my service user for example their daily needs and also what they would like to do in their spare time what they did for a living.” Another member of staff told us, “I read their care plan and talk to the person. I also get to know them through conversations and regular visits.”
 

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.

The service worked effectively with external professionals, including GPs, community teams, and other services, to ensure people received joined-up care. Records demonstrated information was shared appropriately, supporting continuity and safe care delivery. A stakeholder told us, “There are good communications with the manager and senior colleagues at Care Quality Services.”
 

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

Each person had a communication plan which detailed their way of communicating and their level of understanding. A relative told us, “I like the way the carers interact with my relative. They make them feel at ease and comfortable around them. They all have a nice personality and are very approachable.” Staff were aware of the Accessible Information Standards (AIS) and were mindful of people’s communication needs. A member of staff said, “It means people should receive information in a way that meets their communication needs so they can understand and be involved in decisions about their care.” Another member of staff told us, “I support people according to their individual communication needs. I speak clearly, give them time to respond and listen carefully.” Care plans and other records could be produced in an easy read or other formats where required.”
 

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.

Staff worked collaboratively with people, and where appropriate their family and other professionals to ensure people’s needs and preferences were understood and respected. Systems were in place to handle complaints and concerns. People and their relatives knew how to raise issues, and records showed these were taken seriously, investigated promptly, and used as opportunities for learning and improvement. A relative told us, “I’ve had no reason to contact management staff as I have no complaints. I feel the company is well managed, and I have the contacts if I need them. I have called the management on one occasion to tell them how good they are and I would highly recommend Care Quality Services.” Another relative said, “The management team are easy to contact. When I need to call them, I can usually get a quick and positive response. When a carer hasn’t turned up, they’ve been very apologetic and explained the reasons behind it. I am very happy with the service.”
 

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

Staff ensured people had access to health and social care professionals when they were needed. Care plans contained information and contact details of professionals involved in the person’s care. Where required or requested, staff attended people to attend appointments. A relative told us, “The carers have been really good at picking up on little things in my relative’s health which was not immediately obvious and alerted health professionals assistance. Because they are here on a regular basis, they have got to know my relative really well.”
 

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.

People experienced care and support that was equitable, inclusive, and tailored to their individual needs. Staff had received training about equality and diversity and understood the importance of recognising and respecting people's diverse backgrounds, identities, and life experiences, ensuring care was delivered without discrimination. Assessments and care plans identified people's cultural, religious, communication, and health needs, which enabled staff to provide care that reflected individual preferences.
 

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.

Where people wished to explore their end-of-life care preferences, this was recorded in their care plans and also included their preferences relating to care and treatment in the event of an emergency. Staff had received training about supporting people who were nearing the end of their life which helped to ensure people were supported in a way which was professional and ensured their comfort and dignity.