Advance Healthcare (Pine Court)

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 under the previous provider, 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 71 (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 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. People and their relatives told us staff understood their needs and preferences. Staff also confirmed they knew people well and could describe how they supported people. However, care plans did not always show person-centred information. One staff member told us, “There is lots of information in the care plan which would give an indication on what people like, but as staff who have got to know the person we would know more.” The registered manager confirmed they were aware of the lack of person-centred information in care plans and had a plan in place to begin updating these to a new format which would address the gaps in the information.

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 and their relatives told us staff worked well to ensure people received flexible support to meet their needs and contacted other services when needed. One person told us, “I went into hospital last year and the staff made sure that my flat was ok and if I did need anything they got it for me. I don’t think it was in their job role, but this is the sort of things that they do for people.” A relative told us, “[Person’s name] has had falls in the past, I have always been informed. These have been due to an infection, the doctor has been informed and visited, and the staff have checked in on them an extra couple of times.” Staff told us they supported people to access other health professionals including being with people when they saw the doctor if appropriate. The registered manager told us they worked with other professionals to support people when needed and records supported this.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives raised no concerns about having access to information. One relative told us, “At the start we were fully involved in filling out the care plan. It is fully accessible to my relative and me, a copy in the flat which we can read anytime. It has all the information in about [person’s name].” Staff told us they had information in the care plan to help guide them with how to communicate with people. The registered manager told us they made sure people had their communication needs assessed, and information was available to people in different formats if this was 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 told us they had not raised any complaints, however they were all aware of what to do if they needed to raise a concern. One person told us, “I have never had anything to complain about but if I did have any concerns I would talk to the manager and I am confident that they would sort it out.” Leaders told us there was a process in place to manage complaints about the service. Staff understood how to respond to concerns people raised. The complaints policy ensured people would get a response to raising concerns they raised and offered them alternatives to seek a response if they were unhappy with the outcome. The process included applying learning from any complaints received.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People we spoke with confirmed this. One person told us, “The staff help me with everything I need every day, 4 times they come in, help me to shower, take me to activities. They are all so lovely sometimes just a chat is what I need, and they know this. I cannot praise the service enough. I couldn’t be anywhere any better.” A relative told us, “I would say the staff go above and beyond to care for [person’s name], nothing is a trouble, whatever they need they make sure that they receive it on a daily basis.” The provider ensured care calls were scheduled for the times people needed them and partners confirmed people were positive about the support they received.

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 a policy in place to ensure people’s protected characteristics were considered. They gave examples of how they supported people including how they reached out to local communities to seek support for people using the service to ensure cultural needs were met. Staff received training in equality and diversity. Staff could describe how people had achieved improved outcomes from using the service. One staff member told us about 3 people who had improved their independence and health since starting to use the service.

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. At the time of our assessment, no one at the service was receiving end of life care. The registered manager told us staff had been trained in supporting people at the end of their life and they had worked with local nurse specialist teams to have bespoke training when needed. They told us people’s future wishes were discussed with them if they were happy to do this. We saw evidence of some documented discussions in people’s care plans, but this was not routinely discussed and documented for everyone.