Apex Prime Care Poole

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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 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. We found some of the care plans were not person-centred and had contradictory or limited information on how to support people.

The registered manager responded to our feedback with a plan to review and update people’s care plans and risk assessments.

Some people and relatives told us they did not always see the same staff which meant they were supported by staff who did not always know them well. A relative said, “Staff are not always on time. Sometimes a different one every day. I don’t think [the person] likes it.”

A staff member told us, “I don't think the clients are safe when an unexperienced carer is leading certain calls such as double ups or when an experienced carer is unfamiliar with the visit.”

A health and social care professional said, “I have feedback from people, and I have seen myself, that some carers don’t speak with people and just “do” to the person. I have seen, and had feedback, that they don’t explain when they are about to support with personal care.”

Staff meetings were used to discuss communication, quality of care, timings of care visits as well as specific concerns raised with the team. The registered manager told us people are the top priority for the service. The service had quality assurance processes in place to review people’s care and follow up on any concerns raised for the person.

The service 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 liaised with external professionals involved in people’s care when needed. This helped to ensure people received continuity of care.

A health and social care professional said, “I find Apex Poole responsive to requests directly aimed at them.” Another health and social care professional told us, “Where concerns have been raised, I have found the managers to be prompt in bringing a positive resolution. I have found Apex to be a trustworthy, reliable and responsive provider.”

A person told us, “Staff are kind and supportive with [the person]. [The person] chats away with them.”

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

We received positive feedback regarding staff’s communication with people. Comments included, “Staff communicate well with [the person], there is some regular staff who [the person] knows well. I’m very impressed it’s a good service”, “Most staff are okay. Some are better than others at communicating”, and “Staff always chatting to [the person]. That’s nice.”

The provider told us if required, information could be produced in line with people’s needs, for example, in large print.

The provider did not always have effective oversight of formal complaints. Some complaints were not recorded or responded to. This meant complaints were not always addressed and issues were not always resolved. There was a risk people would be reluctant to raise concerns in the future and themes or trends may not be identified.

People, relatives and health and social care professionals told us the provider did not always respond to formal complaints in accordance with their policy or reach satisfactory outcomes.

People and their relatives confirmed they knew how to make a formal complaint.

In response to our feedback the registered manager was reviewing the complaints process in the service.

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

Staff told us they understood people had the right to be treated equally and supported them to access services. People were supported to access care outside of usual working hours through the provider’s on call service.

The service sent regular surveys to people and their relatives and reviewed people’s care plans.

A staff member told us, “Dignity and individuality matter in care. I learned that even small, thoughtful actions can dramatically improve someone’s emotional well-being.”

People and their relatives confirmed they received surveys. Comments included, “We had questionnaires. The service listens and acts”, “They do listen. They do their best to put things right. I have a good rapport with them. I’m confident we can phone up and get things sorted”, and “The registered manager comes out about once a year. Yes, we do get questionnaires. The regular carers give them out.”

Staff received equality and human rights training and a policy was in place that promoted equality in the service.

The registered manager confirmed the service did telephone monitoring and annual reviews.

At the time of this inspection the provider was not supporting anybody who was receiving care during the final stages of life.The provider had a template for end-of-life care planning. People were offered opportunities to explore their wishes.

Staff told us they knew where to find information about people’s preferences and choices regarding emergency support, as it was always kept in a paper folder provided by the service. This information was also available on the electronic recording system used by staff.

A relative told us, “I am involved in care planning. It is reviewed at a quarterly care visit. They go through everything including the future.”