Reline Care Ltd

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 involved in decision when planning their care. The provider involved families and other professionals in decision making. Information was written respectfully about people, and the lives people had led in their earlier adult years was well captured within the care plan. The staff we spoke with talked about the importance of taking time to build relationships in order to form a rapport with a person. One told us, “It is important to ask open ended questions to learn about people and their life story and their preferences. It helps to build their trust through consistent, respectful actions.”

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 had long established working relationships with other professionals who they worked closely with to ensure people’s needs were met. Families told us how the provider liaised with them and a social worker to develop care plans and to review their progress.

The provider supplied appropriate, accurate and up-to-date information about the service and were in regular contact via telephone with people they supported and their families. They had information about the services they delivered so people were able to understand and choose their care and support. The provider had a multi-cultural workforce speaking many different languages so were able to match people who preferred their own languages. The provider told us they were able to produce information in a range of different languages which could be done if requested.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Complaints raised by people were investigated in a timely way and the provider gave feedback to people on their findings.

Staff involved people in decisions about their care and explained to them in detail about the support they offered. A staff member told us, “I start with a polite introduction, explain my role and take time to make the person feel comfortable.” Family members told us the provider listened to them. One told us, “The management are easy to talk to and will try and resolve any problems in the best way they can.”

People were supported to access health service when they needed them and the provider helped to facilitate this. Staff worked alongside health professionals and carried out any treatments recommended by health professionals.A person we spoke with told us about how staff assist with appointments and, when necessary, support the person to attend hospital appointments.

The provider actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care in response to this. They used their knowledge and experience to advocate on people’s behalf which delivered the outcomes people needed. A person we spoke to told us how staff helped them manage to do things that were important to them despite a visual impairment. They told us, “I am visually impaired, and staff are very well trained in this and are able to help me do what I need to do.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their care. Staff told us how they helped people retain skills which helped maintain their independence which kept them living in their own homes.Care plans contained information about end-of-life care plans for people and, where people had made preferences, they were recorded. The provider had conversations when people and their families wanted them and were sensitive in their approach to this area.