Hales Group Limited - North East

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 inspection we rated this key question requires improvement. The rating for this key question has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service did not always make sure people were at the centre of their care and treatment choices. Improvements were needed to roster management to ensure person centred care was provided to all people. Staff decided, in partnership with people, how to respond to any relevant changes in people’s needs. A relative commented, “[Name] is the centre of attention and action when the staff arrive, and they just love it.” However, other people were not as familiar with the staff who supported them. A relative told us, “We have different carers that change more often than they used to and that upset’s things a bit. It confuses my relative.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. However, improvements were needed to roster management to ensure continuity of care to people. This was being addressed by the registered manager. A relative commented, “I get different carers, it is acceptable but would be better to have familiar faces.” Care staff received information about people before they started providing care and support for them to understand people’s individual health and care needs. A staff member commented, “Care plans, risk assessments and handover information are provided which we read before starting new packages of care and whenever updates are made.”

Staff supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. A person commented, “If I have any concerns, I can always raise them with the carers. We saw compliments that had been received. However, some improvements were needed to show that people were listened to. Their comments included, “Management are adequate, but they are slow to rectify any problems” and “You can speak to staff and air your views even though you cannot guarantee results.” The service had a system in place to seek feedback from people and their loved ones. However, some people commented improvements were needed. A relative commented, “I think they [management] need to take more interest and back check on clients more often.” The registered manager told us this was being addressed.

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed. A relative commented, “It is easy to speak to someone when the office is closed, and the telephone is always quickly answered.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and well-being. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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.