Vigilant Health Care Ltd

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 newly 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Clear care records were in place to instruct staff how people liked to be supported and what level of support to provide. A staff member said, “We have access to the care plan. It gives us very detailed information about the person. It is well documented. If you read through then you understand everything about the person and what to do.” People and their relatives were involved in regular care reviews to ensure the support provided continued to meet their needs.

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. Staff provided any support people required with working across services, however, at the time of our assessment most people’s families took a lead role in coordination of their health and care needs.

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

The provider understood and followed the Accessible Information Standard, and offered information in various formats to meet people’s individual needs. This included supporting people who were hard of hearing or whose speech was deteriorating due to their dementia diagnosis. A staff member said, “We adapt our communication — speaking slowly, using simple language, pictures, gestures, or interpreters if necessary.” Another staff member told us, “You must first know your client or the individual you are providing care for in order to know what best way you can communicate with them either verbally or nonverbal.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and their relatives felt involved in their care and listened to. Relatives told us the registered manager was accessible and responsive to requests for assistance. They said any concerns raised were listened to and dealt with quickly and efficiently.

A complaints policy was in place and information was provided to people and their relatives about how to make a complaint should they need to.

The provider made sure people could access the care and support they needed when they needed it. The service was flexible to ensure it met people’s individual needs. Policies and procedures were in place to ensure people’s human rights were respected and people lived free from 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 and support in response to this.

People’s care records included information about their preferences and what was important to them. Staff understood and respected people’s cultures, religion and sexuality. Comments from staff included, “I respect their individuality.” “Everyone must be treated equally irrespective of their background. There should be no act of discrimination against anyone.” And, “We respect and support people’s religion, culture, sexuality, and personal preferences. For example, by supporting dietary requirements or prayer times.”

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 staff were not supporting people who were nearing the end of their life. However, staff told us they had received training on how to support with end-of-life care. One staff member said, “We work with families, district nurses, and other professionals to follow the person’s end-of-life plan and respect their wishes.”