Optimam Complex Care

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 registered 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.

Children were at the centre of their care choices and the decisions made. Care plans documented how staff should provide effective care in a personalised way and gave clear information about their needs, preferences and lifestyle.

Staff confirmed senior members of staff observed their practice to ensure personalised care was being delivered as expected. Where nursing care was provided, this was observed by a clinical lead.

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.

Children with varied and complex needs received support and care from the service. Relatives confirmed children were supported by consistent staffing, which assisted in building positive relationships and rapport, whilst providing continuity.

Feedback from the manager, staff and partners was clear. All explained that the service provided equal opportunities and there was a clear demonstration through the assessment process that the service considered the needs of different individuals, including those with protected characteristics.

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

Due to the age range of the children the service was supporting at the time of the assessment, it was not always possible for the provider to share information regarding the service in appropriate formats that met their needs. However, relatives confirmed communication with the provider was effective and they received all of the information needed to support them as partners in the care delivered.

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.

Relatives told us that it was easy for them to share information and feedback to the provider. One relative told us, “I have no worries. Every concern is responded to quickly; all issues are resolved.” Another relative told us, “They do their level best with everything. We are part of the care planning and are in constant contact.”

Relatives shared positive examples where changes had been made because of their feedback, or the decisions made in relation to the care of the child.

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

The provider had policies and procedures to support equality and diversity.

There were consistent arrangements for the planning and delivery of care for everyone, without discrimination.

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.

Children with a variety of needs, backgrounds and cultures were supported by the service.

The provider understood the potential barriers that may be faced in relation to equity in outcomes and experience for the children in receipt of a service. They were conscious to promote individuality to help ensure they were treated fairly.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

The provider had developed care plans with children, their relatives and via input from healthcare professionals. This helped to ensure children’s wishes were documented and reflected in the care they received.