Royle Care Limited

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 changed to requires improvement. This meant people’s needs were not always met.The service was in breach of the legal regulation in relation to the management and response to complaints.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. One person told us they felt their regular carer had a very good understanding of their needs said the service was good if they requested changes. They also told us carers would listen to them and respond to their requests. Staff stated that they were updated if there were any changes to a person’s needs and said that communication between staff and from the provider was good.

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 provider engaged with other healthcare professionals and made timely referrals when necessary. Healthcare professionals involved in supporting people who used the service gave very positive feedback about how the registered manager and staff worked with them to ensure people received good outcomes. People and their relatives told us that they usually have the same carers attend who know them and their care needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People communication needs were recorded in their care plans. The provider stated they generally print information out people for people to read. They told us they also consider people’s needs for example they have provided a client with a USB stick containing information at their request due to sight impairment and will provide documents in large print if required. Staff were trained to understand the importance of maintaining confidentiality.

People knew how to contact the provider and provided mixed feedback when they raised issues, some people stated they felt listened to and issues which they raised were resolved quickly and satisfactorily. However other people told us when they made a complaint, they had not received responses within the timescales stated in the provider’s complaints policy, and they had not received a full response to their complaint. The registered manager was informed and was taking action to improve this.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and supported people to access services in a timely way. The provider and staff were flexible and responsive to change when people requested or required it. A relative gave an example of visit times being adjusted to accommodate appointments. A professional told us “Personalised support plans, try as much as possible to visit clients at the time that suits them, they[service] try to accommodate clients wishes as much as practically possible.” People were supported when additional unplanned support was required meaning that peoples personal needs were met.

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 spoken with as part of the assessment knew people well and how they liked to receive their care. They understood people had a right to be treated equally and fairly. People’s care plans recorded details such as their religion and language spoken. The provider had a policy in place relating to equality and diversity, and staff received equality and diversity and inclusion training.

The provider supported people to plan personal objectives and work towards these. During the initial assessment, managers asked people about their preferences and wishes for care in the event they would become very unwell and at the end of their lives. Care plans contained information for staff on how to deliver end of life care. Staff has received end life training and the provider worked closely with other professionals such as the Doctors and Community Nurses when people were end of life to ensure they received appropriate care.