BBC CARE SERVICE LIMITED- Walton on Thames branch (New)

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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 provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 planning their care and responded to any changes in people’s needs. People told us staff provided their care in the way they preferred. Relatives said they had been involved in developing their family members’ care plans and the provider had listened to their views. For example, one relative told us their family member preferred to receive their care from staff of the same gender and said the provider had made sure this preference was respected.

People told us staff provided care flexibly to take account of their fluctuating needs. Relatives confirmed staff provided care which was responsive to their family members’ needs. One relative said the number of support hours they required varied from week to week. The relative told us the member of staff who supported their family member adjusted their hours to accommodate this, saying, “[Member of staff] is very flexible. I make all the arrangements with him, and he reports back to the office.”

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 told us the same staff visited them regularly, which they said was important to them. Relatives confirmed their family members were supported by consistent staff. One relative told us, “For the last year, [family member] has had near enough had the same 2 [staff]. When they have their days off, it is another regular 2.”

Another relative said their family member had been supported by the same member of staff for 3 years. The relative told us this consistency of support had been important in ensuring their family member’s needs were met. The relative said of the member of staff, “I would not want to change him. [Family member] is so used to him and is always pleased to see him. And [member of staff] knows [family member’s] needs very well.”

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

People’s communication needs were discussed during their initial assessments and recorded in their care plans. The provider confirmed that information such as the service user guide and complaints procedure could be provided in alternative formats should this be needed.

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 had opportunities to give their views about the care they received. Relatives told us they knew how to raise concerns and said they would feel comfortable doing so. One relative told us, “If I wasn’t happy, I would let them know.” A relative who had raised a concern in the past told us the provider had taken prompt action to address it.

The provider made sure people could access the care and support they needed in a timely way. People’s care was planned in a way which worked for them, and which promoted dignity, equality, and human rights.

A relative told us the flexibility of the service enabled their family member to attend healthcare appointments when they needed to. The relative said, “They are flexible. For example, when [family member] has had to go for hospital visits, we have asked them to change the time, and they have done that.”

Staff and leaders listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics. The provider was alert to discrimination and inequality that could disadvantage people who used the service, and proactively sought to address barriers to improve people’s experience.

The PIR set out the provider’s commitment to ensuring people’s human rights were respected, stating, ‘We take a zero tolerance approach to any type of discrimination, bullying, harassment and/or victimisation and we aim to recognise the uniqueness and diversity of all customers and their right to live as they choose.’

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 opportunities to express their wishes about the care they would like to receive towards the end of their lives. Where people had chosen to express their preferences, these were recorded in their care plans.