Around the Clock Healthcare - Head Office

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• 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 newly registered service. This key question has been rated 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.

People’s care plans did not cover all aspects of their physical, mental, emotional and social needs including those related to protected characteristics under the Equality Act. There was limited information about people’s care routines and preferences to consistently support person centred care. This meant there was a higher risk of staff not having enough information available to ensure people received the care they needed in the way they preferred. We did not find negative impact because of this due to staff undertaking shadowing shifts when they were introduced to a new person in order to get to know them. A relative told us, “If I am not told a new staff member is coming then I am on the phone to the office. But it’s good, they shadow for a good while before picking up the reins, so to speak.”

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. This was assisted by the provider having good communication with parents of children being supported. Although people received support from various care staff, staff wrote handover notes at the end of each care visit to help ensure consistency.

The provider understood the importance of giving appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, they were able to provide information in large print or easy read if this was needed. The provider intended to develop a service user guide giving key information about the service.

The provider listened to feedback, ideas and complaints about people’s support and took appropriate follow up action when needed. Staff involved people in decisions about their care and told them what had changed as a result. For example, we saw when a parent had some concerns these were taken seriously, and an investigation was carried out. Although a response was not sent in writing in line with the complaints policy, the outcome was shared and the issue resolved. Feedback surveys were used on occasion and the provider planned to develop this further.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Children and young people were supported in their family homes according to their assessed needs, and the provider responded promptly if their needs changed.

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. Children and young people with health needs or a disability were supported and encouraged by staff to access the choices and routines they preferred. For example, this included supporting young people to get ready in the morning so they could go to school.

At the time of this assessment the provider did not support anyone who was in receipt of end of life care. Everyone who received support with personal care was under the age of 18. The provider knew how to access training in this area of care if necessary.