Emezzions 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 requires improvement. At this assessment 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 support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff told us they involved people in their care to ensure they were able to provide person centred care. A staff member said they did this by, “Discussing options, exploring risks and benefits, and ultimately reaching a decision that aligns with the individual's preferences and needs.” Another staff member told us they took a holistic approach towards care provision in order to provide person centred care. They said, “I provide care in a person centered manner which focuses on the individual's needs and goals. And also I respect their diverse backgrounds, beliefs and identities, sexual orientations and their culture.”

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. When needed, staff liaised with other health and social care professionals, and other relevant professionals to ensure continuity of care and information sharing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about people’s communication needs was included in their care records. This enabled people time to understand what was being communicated to them and for them to respond. Staff were aware of the importance of using a range of communication methods. Comments from staff included, “I try as much as possible to communicate in simple clear English to the service users and when needed I use pictures and gestures to communicate with the service user.” And, “I can understand their facial expressions, body language and tone of voice. I communicate in clear English and ensure I adapt to the style of communication of service users.”

A service user guide was in place which informed people about key aspects of service delivery so they knew what to expect and informed them about important processes, such as how to make a complaint and raise concerns. The accessible information standard was adhered to and information was available in a range of formats including written and pictorial information, which was able to be translated when required.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result. A relative confirmed they were in constant contact with the staff and felt listened to.

A complaints policy was in place. The registered manager ensured any concerns or complaints raised were investigated and responded to. The registered manager tracked all complaints to review if any trends were emerging that indicated a wider issue. Concerns and complaints were used to adapt and improve service delivery.

The provider made sure that people could access the care and support they needed when they needed it. An equalities and diversity policy was in place to ensure everyone was respected and had the opportunity to access the service. Staff had been trained in a range of subjects to ensure they had the knowledge to know how to support people with a range of backgrounds and needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Information was included in people’s care records about their individual needs to ensure they received equity in experience. This included understanding people’s preferred name, their pronoun, their culture and religion.

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. Processes were in place to ensure this support was available when required. At the time of our assessment, no-one was nearing the end of their life and therefore did not require this support.