Genuine Carers- Enfield

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 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care plans were personalised and detailed how the person wanted their needs and preferences to be met.

The provider used a digital system to store all care plans and records. Care plans were regularly reviewed and updated to reflect people’s changing needs. Care plans included information about people's likes and dislikes, family relationships, routines and lifestyle choices. Changes to people's care were updated on their care plan and staff were notified of the changes. We reviewed daily care logs and found people were supported in the way they wanted.

A relative told us, “[Person’s] communication level is not fantastic, but they [staff] have a way of communicating with them and you see the light in their eyes. They engage with [person]. I am amazed at what [person] has told them.”

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.

People were supported to have their care around their planned hospital and healthcare appointments.

Information was shared between staff, the registered manager and external professionals to ensure continuity of care. Care records included information from healthcare partners. A healthcare professional said, “The provider has exhibited a high level of professionalism. Their approach to care is meticulous and well-organised, ensuring that all aspects of client support are handled with the utmost care and attention.”

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The service identified people's information and communication needs by assessing them and recording this in their care plans for staff to be aware of how to support the person. Staff were aware of the individual needs of people and felt they had enough information to support the person effectively.

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 relatives told us it was easy to share feedback and ideas, or raise complaints about their care, treatment and support. The provider involved people in decisions about their care and told them what had changed as a result.

A complaint procedure was available for people and relatives to use if they were not happy with the service or had concerns.People and their family felt confident if they complained, they would be taken seriously.

There were a number of ways in which the provider listened to people and staff. People were given the opportunity to give their feedback through annual surveys and spot checks. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback.

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

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities. Daily care notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health conditions and helped direct them to the appropriate health care professionals such as doctors and dentists.

Staff confirmed they had received training in equality and diversity, and they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment irrespective of their characteristics such as gender, disabilities and race.

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 told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs were discussed prior to using the service. People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met.

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.

No one was receiving end of life care at the time of our inspection. The registered manager was aware of the importance of people being involved in planning their end of life care. Staff received training in end of life care.