Promised Care 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.

This is the first assessment for this service. This key question has been rated 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.

The registered manager encouraged person-centred care, making sure people’s needs and preferences were met. One person told us, “They know the routine, what you want.” Staff knew the people they supported well. They told us they enjoyed their work and provided care in a way that people and their families appreciated.

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.

People said staff worked well with them. One person commented, “No, I’ve got no problem at all. They really look after you.” Staff were flexible and provided care that met people’s needs. Feedback about the care was positive. Care plans were kept up to date so staff knew how to support people properly. Staff knew when to involve other professionals and signpost people to community activities they enjoyed.

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

People received information in line with Accessible Information Standards (AIS), ensuring it met their communication and understanding needs. The provider understood their responsibility to take into account any disability or sensory needs. The provider assessed people’s communication needs and put support plans in place to guide staff. People and their families said staff communicated well and understood how they wanted their care to be provided. Staff were able to explain how each person preferred to communicate.

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.

People told us the registered manager listened to them and dealt with any concerns. A person told us, “If the care staff are not good, the [registered manager] will sort it out.” They also said the registered manager and staff were friendly, easy to talk to, and responded positively and talked to them regularly. People were given information about how to make a complaint if they needed to. The provider said they worked closely with people and families to sort out concerns quickly. Relatives were involved in planning care, and people said their choices about their care were respected.

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

People told us staff delivered care that met their needs and preferences. Staff involved people and, where needed, their relatives in planning their care. This helped people get the health and social care support they needed and attend appointments.

Staff understood their responsibility to work closely with people and kept records of their health visits. This helped make sure people got the support they needed. Care plans detailed people’s daily routines, and what was important to them. Records showed staff provided care in line with these plans, giving people choice and control over their care.

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.

People said their needs were respected and they were treated fairly. Staff received training in equality and human rights. People were happy to be involved in how the service was run and to make sure care was provided fairly, without discrimination.

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 were supported to discuss their wishes for end-of-life care, The registered manager ensured staff recorded the wishes in people’s care plans if they chose to share them. At the time of the assessment, no one was receiving end-of-life care.

The registered manager understood their responsibility to make sure people received the right support and care at the end of their lives. The provider had a policy to guide staff and to work with other health professionals, such as GPs and palliative care teams, when needed.