Passionate About 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 service 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

The provider was previously in breach of the legal regulation in relation to managing complaints. Improvements were found at this inspection and the provider was no longer in breach of this regulation.

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 service 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 and family members told us they were happy with the care provided and the way this was organised. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date. During conversations with staff, it was clear staff, and management strived to provide person-centred care. Care plans had improved and were very person centred and detailed.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Records showed people’s care provision was kept to regular staff where possible. One person told us, “We get the same few carer`s and they are all brilliant and always ask if they can do anything else for me.” Communication between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans reflected their physical, mental and emotional needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves. As part of the initial assessment staff completed an assessment on people’s communication needs and if any accessible information was needed to support the person to be involved in their care.

Improvements had been made to the complaints process. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The provider had a complaint policy and process to manage any complaints. Records showed people had been responded to in line with the provider’s policy and people were happy with the outcome. A relative told us, “No complaints and if I did have any issues, I`m sure that they would be sorted. No problems getting through and I have an out of office number too. We did a telephone survey and a review where they came to the house.”

The service made sure that people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights.

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. Staff treated people equally and without discrimination. People and family members were positive about the care and support they were receiving. One relative told us, “I’d recommend, I’m happy with everything.”

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 inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. Training had been provided for all staff and policies and procedures were in place for end of life care to support staff. The manager told us how they worked with the district nurses and local hospice when required and worked towards the gold standard framework for end of life care.