Partners4Care Limited

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 good. At this assessment the rating has remained 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.

People’s records contained a high level of person-centred information. A member of staff told us, “It’s very important to ensure residents’ choices are respected, we have all the information on what they love and like in their care plan.”

We received positive feedback on the way care was delivered. A relative told us, “[My relative] is happy.”

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.

The provider had a plan to ensure continuity of care during adverse events such as poor weather conditions and power cuts. Staffing was planned in advance to ensure people’s support needs were met.

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

The provider had ensured there were easy read versions of documents such as the complaints procedure available to people who may have struggled to access the original document.

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 provider had a complaints policy and recorded any complaints along with actions taken to resolve them. The provider completed surveys with staff, people and their relatives. Information from these were added to action plans and were used to improve care and treatment for people. An easy read document had been produced to share the results of the survey and action plan with people and show them they had been listened to.

People and their relatives told us they knew how to complain and were comfortable to do so. A relative told us, “If we have any concerns, I can raise it on the [provider’s] App. It just works and they respond very quickly.”

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

Staff supported people by contacting health professionals as and when necessary. They followed professionals’ advice to help make sure people were supported safely. Information was available in different formats to ensure it was equally accessible to everyone.

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.

Care records demonstrated decisions were made in conjunction with the relevant professionals to ensure staff always acted in people’s best interest. This included family members, advocates or other health professionals. An example from one person’s care plan stated, ‘I need to have my advocate with me so I can speak up and make sure my rights are protected.’

Some staff had vehicles with business use insurance that meant they were able to help people to access the community when it would otherwise be difficult. A member of staff told us, “[People are] encouraged to do what they can.”

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.

The people being supported by the service at the time of our assessment were not in need of end of life support, however, the majority of staff had completed training to support people at the end of their lives should it be needed in the future.