Galilee 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.

At our last assessment we rated this key question inadequate. The service was in breach in relation to person centred care. At this assessment we found the breach had been met since our last inspection and the rating has changed to 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. Care plans were now person centred and assessments were made with people. Staff ensured that people were asked for consent and where appropriate, people were given independence that was supported. We saw detailed daily notes which reflected person centred interactions and followed the guidance on how to care for those people. A family member told us “Someone from the office called to make sure everything was ok and whether I need to change anything, it’s every couple of months”.

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’s care and treatment was delivered in a way that met their assessed needs from services that were co-ordinated and responsive. Care given to people was documented in a new electronic system and used to analyse staff actions and further care that people required. People were consistently cared for by staff who knew them well and support was co-ordinated with other health care providers when they needed it. Staff told us how they had sought support from an Occupational Therapist when a person was at risk of falls.

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

The service ensuredpeoplenowhadaccess to care plans and notesusing electronic systems or on paper if people needed. The service communicatedregularly with people to ensure the service mettheir needs and that supportwas being delivered in ways that suitedthem.Informationwassupplied to people in ways they understood, i.e.the use of electronic translation systems for a person whose first language wasn’t English.

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. The service now contacted all service users and people who cared for them every month or when people wanted to obtain feedback on the care provided. The service analysed complaints that identified themes, which resulted in training on key areas, changes to rosters and increased and targeted oversight on specific areas of concern. A person told us “I didn’t phone in, they phoned me to check if anything was wrong, it has now been sorted. The ladies from the office are really approachable”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service understood people’s needs and referred them to other providers and services when further support was needed. A leader told us how they had facilitated people to have a voice. Care plans now contained enough information and staff knew people and understood their needs. One staff member told us about how a person’s social needs were not being met. “I raised this to have the family to increase hours so I can spend more time with them and I was able to support socially as well as personal care. They want to talk to someone. I want them to feel like they are important.

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. Leaders ensured people now had a voice by making regular contact with them in ways and at times that suited them. Leaders and staff actively engaged with people and had received training to identify areas of discrimination or inequality.

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. Staff had been trained to support people at End of Life. Care plans now documented end of life plans and DNACPR (do not attempt cardiopulmonary resuscitation). People were involved in their care planning and how they wanted it to be delivered.