Bateleur HC 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 ratedGood. 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 were positive about the individualised care and support they received. Several people told us how staff supported them with activities that were important to maintain their independence, such as banking and shopping. Others spoke about the support they received to attend social groups and community activities, which helped reduce social isolation and maintain their wellbeing.

People told us staff listened to them and respected their choices about how care and support should be provided. Staff understood the importance of involving people in decisions about their care and adapting support when circumstances changed. Where people's needs or preferences changed, staff worked with them and, where appropriate, their relatives and other professionals to ensure care remained appropriate and responsive.

Staff demonstrated a good understanding of and commitment to delivering person-centred care. They were able to describe how they tailored their approach to meet people's individual needs, preferences and circumstances. One staff member said, “Person-centred care means treating every person based on their personal needs, wishes and preferences. I respect people's religious beliefs, culture, dietary requirements and personal preferences. For example, giving halal food to a person who is Muslim and providing privacy and a suitable space for daily prayers.”

Overall, care plan guidance for staff was person-centred and provided information about people's needs, preferences and the support required. Where we identified opportunities to strengthen the information recorded, these were discussed with the registered manager. The registered manager was receptive to the feedback, responded positively and provided assurances that the necessary improvements would be made. We concluded the issues identified related to the quality and detail of recording rather than the care being delivered, as people and staff consistently described care and support that reflected people's individual needs and preferences.

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 registered manager told us and records confirmed, how effective communication was maintained with a range of external professionals and organisations involved in people’s care and wellbeing. This included healthcare services, social care professionals and other agencies where appropriate. Information was shared to support coordinated care and to ensure relevant professionals were aware of any concerns, changes in needs or risks.

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

People told us they had received information that explained what they could expect from the service. This included information about the provider's out-of-hours service. One person told us they had used the service and described it as, “The out-of-hours service is fantastic, I can contact them at any time.”

We reviewed the provider's Service User Guide and found it to be detailed and informative. It clearly explained what people could expect from the service and included useful information about safeguarding, complaints and advocacy services.

The Accessible Information Standard (AIS), which requires health and social care providers to ensure information and communication are provided in a format people can access and understand, was being met.

People's individual communication needs had been assessed and considered within their care records. The registered manager demonstrated a good understanding of their responsibilities under the AIS and how information could be adapted to meet differing needs. They said, “Information can be adapted, for example, by using simple language, large print, visual prompts, interpreters or involving an appropriate representative. Staff are expected to check understanding rather than assume information has been understood.”

Staff understood the importance of effective communication and were able to describe how they adapted their approach to support people to understand information and express their views and wishes. This helped to ensure people were involved in decisions about their care and support and could access information in a way that met their individual needs.

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 told us they were involved in discussions and decisions about their care and were provided with opportunities to share their experiences of the service. One person told us how a member of staff had visited them to discuss their care package and gather feedback about the care they were receiving.

People also confirmed they felt able to raise a complaint if necessary and were confident it would be listened to and acted upon. One person told us they had made a complaint, which had been addressed to their satisfaction.

The provider encouraged feedback from people and their relatives through annual satisfaction surveys. Responses were reviewed and analysed to identify any individual actions required, as well as wider themes, patterns and trends across the service.

The provider demonstrated a willingness to learn and improve in response to feedback received. For example, survey responses identified that people were not always informed when care staff were running late. In response, the provider implemented a procedure to ensure people received a telephone call if their scheduled visit was delayed. This helped to keep people informed and improve their experience of the service.

The registered manager told us feedback was viewed as an important tool for service improvement and that people were encouraged to share their views openly. Records demonstrated that feedback and complaints were reviewed, responded to appropriately and used to inform improvements to the quality of care provided.

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

People told us they were able to access the care and support they needed when required. Care visits were arranged around people's individual needs, preferences and routines. Where people's needs changed, the provider worked flexibly to review and adjust care packages to ensure appropriate support continued to be provided. A person said, “The office staff are really helpful, there's an on-duty person every day and if you need any assistance someone will always respond they're very helpful.”

The provider monitored missed and late visits and had systems in place to ensure people were informed of any delays, helping to minimise the impact on people who relied on timely support.

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 CQC’s ‘Right support, right care, right culture’ guidance and their responsibility to ensure this was being met. Whilst only 1 autistic person was receiving the regulated activity of personal care, they experienced a positive service where they were supported effectively to lead an active and fulfilling life. They received autonomy and choice over how their care and support was delivered and were encouraged to make decisions about matters that affected them. Staff understood the person’s individual needs, preferences and communication style and provided support in a person-centred way that promoted independence, dignity and respect. There was a positive culture within the service, and the person was supported to access their community, maintain important relationships and achieve outcomes that were meaningful to them.

People told us they felt treated fairly and with respect. They told us staff understood their individual needs and did not make assumptions about them based on their age, disability, health condition, culture or background.

Care plans reflected people's diverse needs and preferences, including cultural, religious and lifestyle choices. Staff demonstrated an understanding of how these factors could affect people's experience of care and adapted their approach accordingly.

The provider sought feedback from people and their relatives to understand their experiences of care and identify any barriers to achieving positive outcomes. Feedback received was used to inform improvements to the service.

Staff told us they treated everyone as individuals and were committed to ensuring people received the same quality of care and opportunities regardless of their background or personal circumstances.

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 registered manager told us how they approached end of life care. They said, “End of life conversations are approached sensitively and at the person's pace, usually with the person, family and relevant health professionals.” They added, “Care needs are reviewed promptly when there is a deterioration or a change in a person's prognosis, staff liaise closely with the GP, district nurses, hospice and palliative care teams and commissioners, and care, medicines, equipment and staffing are adjusted as required”

Care records recorded people’s wishes and important legal documentation such as Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) forms and other advance care planning documents, information included where this information was stored or how staff could access it when required.