Caring Care 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 68 (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 and their relatives told us the staff offered person-centered care and understood their needs and preferences. A person told us, “The staff listen to me and do what I want them to do.” A relative told us, “They come on time and treat him as an individual, they know his likes and dislikes, and he will tell them what he wants.” Partners told us the provider delivered person centred care and could give examples of how the provider ensured people had the care they needed to maintain safety and improve independence. Care plans did not consistently offer a person-centred description of what people wanted from their care and support; however, this had not impacted on the care people received as they had a consistent staff group who knew them well. The registered manager confirmed they will ensure more person-centred information is included in care plans going forward.

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 they work as a team with partners to provide care, staff also worked collaboratively and used the electronic system to communicate. Partners confirmed the provider was proactive in working to establish local systems of support which enabled people in the community to live independently.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us staff gave them information they needed about the service. A relative told us, “There are no problems with communication.” People had their communication needs assessed, and plans were in place to ensure people had information in the format they preferred. Staff could describe how they adjusted their approach to support individual communication needs. The registered manager told us other formats are in place for care plans, and they were able to provide staff who could speak 8 different languages to support people with their communication needs. Relatives confirmed this was an option and they had provided staff who spoke people’s first language to provide their support.

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 understood how to make complaints and described feeling engaged by the service asking them for their views. A person told us, “I have [received a questionnaire] but I couldn’t suggest anything to them because they are spot on. They are at their maximum potential, gold Olympic medal standard.” A relative told us, “I would have no problem making a complaint if needed but I don’t have any difficulties with the office, and I can get through on the phone easily and speak to the people in the office.” Partners told us customer service feedback was shared with provider, and they were consistently responsive to the feedback. There was a complaints policy in place, and we saw where complaints were made, or concerns shared action was taken to address these in line with the policy. For example, we saw on the day of the inspection someone called to raise a concern about how staff were not using the person’s preferred cup for making drinks. The registered manager took immediate action to update the care plan, inform staff and arranged for a spot check to take place during the persons next call to ensure staff were following the persons wishes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us the provider had systems in place to ensure they had equitable access to the service. A relative told us, “We asked for Punjabi speakers so [person’s name] could understand them better and they have. They always have her head covered so they feel comfortable.” Care Plans included information about protected characteristics and staff were able to describe how they supported people in ways which supported their cultural needs and religious beliefs. Partners told us the provider ensured people could access the service based on their individual requirements. They gave the examples of providing staff with specific genders, languages and specialisms when required.

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. People told us they had positive outcomes from using the service and the provider adjusted things to meet the families’ individual needs and preferences. A relative told us, “[Person’s name’s] care times have been adjusted to suit us, and they updated her care plan the same day.” The registered manager told us they worked with local authorities to meet people’s reablement goals which were set for each person, and they provided us with reports which showed how people are now better following their intervention. Reports were positive with people achieving good outcomes. Partners confirmed people were supported to meet reablement outcomes and staff at caring care were part of this achievement.

People were not always 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. People and relatives told us staff had discussed planning for the future with them as part of the care planning process and reviews. Plans were in place for end-of-life care however these lacked detail about what may be important to people and their individual preferences. The registered manager took this feedback on board and said they will make changes to ensure there is detailed information about what is important to people.