Your Quality Care Services Limited (East Grinstead)

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• 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 service 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service aimed to provide person centred care. Staff knew people well.

Staff told us they understood how to support people in a person-centred manner. One staff member said, “Each day and on each call I would as appropriate, offer choices of shower or wash, what they would like to wear, ask what they would like to eat and drink and give choices. I ask what they would like to do and what they would like me to do for them and with them. If a client were to decline or refuse something that I felt was in their best interest, for example refuse medication, I would try to explain the reasons why it is to their advantage to take the medication. If they still declined, I would document it and inform my manager. I always ensure all clients have choices, discuss with them and advise if necessary.” Another staff member told us, “I support people in a person-centred way by promoting choice and independence.”

People’s care plans were regularly reviewed to reflect people’s changing needs. During the inspection people’s care plans and risk assessment were reviewed and updated to include more information on their needs and risks.

The service understood the diverse health and care needs of people, so care was joined-up, flexible and supported continuity.

Relatives told us they had the same regular staff who knew them well and could identify changes to their needs and respond quickly.

Each person had a small and consistent staff team. This supported continuity in people’s care and treatment.

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

The provider had an up-to-date Accessible Information Standard (AIS) policy.

Staff received communication training to support them to care for people with various communication needs.

The registered manager confirmed information could be obtained in a variety of formats in a way people could understand. For example, in large print.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and relatives confirmed they knew how to make a complaint and felt they could approach the management. One relative said, “I have only had good communication with the management team.” Another relative told us, “If I had any concerns, I would not hesitate to contact [registered manager] and I feel confident that they would listen and take the necessary action.”

The registered manager told us people and relatives often communicated with the office and any concerns were addressed quickly.

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

People were asked for feedback regularly. The service issued surveys to ensure they felt involved and that their views were sought, listened to and used to inform service improvements. People and their relatives confirmed they were empowered to manage their healthcare appointments.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes.

The provider had an up-to-date equality, diversity and human rights policy and staff had equality and diversity training. However, as the process in place to assess people’s capacity was ineffective, the provider could not be assured that people were supported to exercise choice and control over their lives. This created an inequality in experience for people.

At the time of this inspection the service was not supporting anybody who was receiving care during the final stages of life.The provider had an end-of-life care plan template ready to use if people chose to engage in conversation.

The provider was not working in accordance with their policy and staff did not have access to end-of-life training.

However, staff confirmed they knew where the relevant information was kept. A staff member said, “The Do Not Attempt Resuscitation (DNAR) is found on all the care plans which are very detailed. The care plans are regularly updated to cover any changes to our calls.”