GPS Care Services

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.

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. Records showed that peoples preferences had been captured in their plans of care. Staff understood that people had different preferences. A staff member told us, “We ask people how they want to be cared for, people have different needs, we have to understand what they want.”

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 people we spoke to told us that staff knew them well and followed their preferences for care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to their care plans both online and in hard copy. Care plans examined people’s communicative needs and gave strategies to adapt to these needs where additional support may be required. People were provided with information about who to contact if they wished to discuss their care.

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. The provider had processes in place to manage information of concern or complaints. People told us when they raised issues with the service, their problems were resolved. A person told us, “I had a complaint, they [staff] sorted it, and I was happy with how they dealt with it.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records showed people were supported to access health and social care services when required.

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. The provider had undertaken tasks to ensure the people they supported had access to all resources necessary. For example the service ensured staff understood individual’s communicative needs so that people could always make their preferences known.

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. People had the opportunity to make their future plans known if they wished to do so, and records showed that people’s preferences were recorded in detail.