Stellar Healthcare Solutions 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 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.

People received person-centred care which met their needs and reflected their preferences. People and their relatives were involved in planning and reviewing their care. They told us the agency was responsive to any changes they wanted. Their comments included, “They are a great team. They are very flexible and work with us. They are always helpful and friendly”, “We have a good routine with them” and “Staff always ask if there is anything else that needs doing. They never rush off.”

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals when needed. They shared information with others, when needed, to ensure people received continuity of care.

People received information about the service. They were given copies of their care plans and key processes which they kept at home. They told us the registered manager and staff were good at providing any information they needed and answering questions.

People’s communication needs were assessed. Staff understood how to communicate with people. The registered manager told us information was available in different formats if people needed this.

The provider listened to and involved people. People made decisions about their care. The registered manager asked them for feedback about the service through satisfaction surveys. They used feedback to help plan changes and improvements for the service.

People told us the registered manager was responsive. Their comments included, “If I phone [registered manager] always answers or calls straight back” and “If there are any problems, [registered manager] goes around to see [person] and this reassures me.”

There was a suitable complaints procedure. People and their relatives knew how to make a complaint. They told us the registered manager was responsive when they raised concerns.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care.