Cinox Healthcare 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 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.

Care was provided in a person-centred way. Care plans were person-centred, based around the needs of the individuals. People and their relatives had been involved in developing care plans to help ensure they reflected what was important to the person. Staff understood people’s individual needs through reading care plans and spending time talking with people. Care plans included information about people’s life history. This helped staff to get to know the person. People said they had good relations with staff. A relative told us, “[Person] always says [staff member] is like my daughter.”

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 equality and diversity needs were covered in their care plans. These were met, for example, people were able to choose the gender of their care staff. The provider worked with families to help ensure people’s needs were met.

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

The registered manager told us people were supported by staff who spoke a shared language. People confirmed this. A relative told us, “They send a carer who speaks [person’s] language which makes things easier for them [person].” The registered manager said information could be provided in alternative formats if there was a need for it.

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.

There were various systems in place for listening to and involving people. People were involved in developing their care plan. There was a complaints system so people could raise concerns if they wished to. People told us they had regular contacted with the registered manager and could discuss issues with them. A relative said, “The [registered] manager says if we have any issue to call or send an email.”

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

At the time of inspection, the service was only supporting 2 people, and both of these had only been with the service for a short period of time. The registered manager told us they had, not as yet, actively supported anyone to access community services, but they could do that in the future if required.

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.

The provider met people’s needs in regard to equality and diversity, for example, staff came from the same cultural background as people. This helped them to communicate and prepare meals people enjoyed. The provider had a policy on equality and diversity which helped to guide practice in this area.

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 inspection, the service was not providing support to anyone who required end of life care. However, this was covered in people’s care plans, and the provider had a policy about this to help guide staff practice. Do Not Attempt Resuscitation Decisions were reported in people’s care plans.