Safer Staffing Solutions 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. 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 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 and their relatives were at the centre of their care planning and had control of how and when care was delivered. People told us, “I get involved with everything, planning and care” and “[relative] is quite happy to tell the carers how they like things to be done.”

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. Staff and the registered manager understood how and when to escalate issues to health and social care professionals, and when to seek advice. Records evidenced that appropriate referrals were made and professional advice was built into people’s care plans.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Handbooks about the services were available for people, relatives and staff. Where people required staff and managers to adapt to their communication requirements this was documented clearly in people’s plans and followed by staff. For example, communication was completed electronically where this was the person’s preferred method.

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. The service sought regular feedback from people about the care and support they received. People and relatives told us it was easy to speak to managers and office staff when they needed to. A person told us, “I can’t praise them enough, the manager comes out whenever we need them to.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service was responsive to people’s changing needs and ensured people had access to health and social care services when required and offered practical support to attend appointments if needed. People’s communication needs and preferences were assessed and adhered to, to reduce barriers to access.

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. Policies and procedures promoted equality and diversity and removed barriers to care. People’s needs and preferences were clearly documented and adhered to. Where people required support to access services, this was provided. People and their relatives were able to speak to the manager and care staff about any issues they may be facing.

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. People had the opportunity to make their future plans known and to document these in their care plans. Care plans were person-centred and contained relevant information regarding DNAR (Do Not Attempt Resuscitation) decisions and important friends and family members.