Quality & Compassion 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.

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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. We found care plans were not always person centred.

Care plans contained contradictory information. This meant they were not always person centred. One person’s care plan stated they should not be supported to move position with a piece of equipment, however, the daily notes referred to staff using the same piece of equipment. This had the potential to put the person at risk of harm.
 

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 and registered manager used a computerised rostering system which allowed staff to be allocated to people for each call. We found the rostering of care calls was well managed. One person told us, “They [management] email me and give me a monthly rota.”

People and their relatives told us they generally had the same staff supporting them. One relative told us, they had the opportunity to meet staff before they started supporting their family member, which they felt was important as they wanted to ensure the staff had the confidence and skills. They told us, “The agency has made sure staff have got the skills needed.”
 

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

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. We found the service had assessed people’s communication needs.

The registered manager told us, “We comply with the AIS by providing information in formats that meet individual needs, including large print, easy-read formats, translated documents, and through the use of interpreters”. We saw an easy read format regarding a person’s medical condition was in place.
 

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.

People and their relatives told us they felt the provider and registered manager communicated with them. People and relatives were given opportunities to complete satisfaction surveys.

The provider had a complaints policy and procedure, however, not all people who we spoke with told us they would know how to make a complaint. We have provided feedback to the registered manager about this.
 

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

People did not experience discrimination or inequality in how their care was delivered and the support they received. There were policies to promote people’s equality and diversity needs. Staff received training on equality, diversity and inclusion.

Staff told us they felt respected, comments included, “Protected characteristics such as age, disability, religion, gender, race, and sexuality are respected to ensure everyone is treated fairly and without discrimination” and “I do not have concerns about how the service treats me or other carers. I feel carers are treated fairly, respectfully, and equally regardless of background or role”.

The registered manager told us “We’ve continued to support cultural and religious inclusion by recognising key faith holidays such as Eid, Diwali, Christmas, Hanukkah, and others. Staff and clients feel free to observe their religious practices, and we operate a prayer-friendly office with a dedicated quiet space for reflection. This has fostered a sense of respect and belonging among staff and service users.”
 

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 registered manager was aware of potential discrimination which could affect positive outcomes for people. They told us “We ensure that people with protected characteristics are recognised and supported without discrimination. Staff are trained in LGBTQ+ awareness, and we’ve hosted guest speakers to discuss equality topics such as racial bias and gender identity.”
 

People were provided with opportunities to discuss and 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 the assessment, the provider was not supporting any people with end of life care needs.