Precious Homes Black Country Community 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. 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.

People received care and support which was personal to them and was tailored to meet their needs and preferences. Staff knew people well and what was important to them. Staff understood the importance of providing support which was personal to people. A member of staff said, “I involve the individual I support by asking them directly about their wishes, encouraging them to make choices each day from what they would like to eat to how they would like to spend their time and by involving their families when appropriate. I always check the care plan for review updates to ensure the support we provide is in sync with what the individuals want. I learn about individuals’ needs and preferences through their care plans, initial introductions, and daily conversations. I talk to them about their interests and what is important to them, and I pay attention and listen to them, especially with individuals with limited verbal cues.”

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 received the health and social care support they needed to ensure their well-being. Relatives told us staff worked well to ensure people received flexible support to meet their needs and contacted other services and professionals when required.

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

Staff were aware of the Accessible Information Standards (AIS) and were mindful of people’s communication needs. Each person had a comprehensive communication plan which detailed their ways of communicating. People’s care plans and a range of the provider’s policies had been made available in an easy read format for people.

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’s relatives knew how to make a complaint and felt confident in doing so should the need arise. Staff knew how to raise a complaint and felt confident any concerns would be investigated. Staff understood the importance of ensuring people were supported to raise concerns where required. A member of staff told us, “I make sure the individual knows they have been heard and reassure them that their concern will be taken seriously. If a complaint comes directly to me, I remain calm, thank the person for raising it, document it factually, and pass it on straight away to the appropriate lead. For example, a person I support mentioned a concern about not having enough activity. I apologised, recorded it, informed the manager, and we reviewed the activity schedule with the individual, which resolved the issue quickly.”

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

Staff ensured people had access to health and social care professionals when they were needed. Care plans contained information and contact details of professionals involved in the person’s 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 were treated with respect and their rights respected and upheld. Staff had received training in equality and diversity and understood the importance of treating people as individuals. A member of staff told us, “I have received training on equality, diversity and human rights. Applying this training enables me to treat everyone fairly with dignity and without discrimination, and by adapting my support to respect each individual’s beliefs, culture and preferences. I get feedback from individual during a one-to-one session using communication methods that work best for them, and by encouraging them and their families to share their views during day-to-day interactions. This helps me adjust my support so it truly fit the needs and wishes of the individuals I support.”

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.

There was nobody receiving end of life care however staff had the information needed to ensure people’s wishes and preferences were respected. Staff had received training about how to support people at the end of their lives.