CSS Care 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery. The provider was previously in breach of the legal regulations as they failed to ensure information was provided in a way that was tailored to people’s individual communication needs. The provider had improved since our last assessment and was no longer in breach of this regulation.

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. Most people confirmed staff provided care which met their individual needs. Staff understood the importance of person-centred care and aimed to provide this. A staff member commented, “We focus on the strengths a person already has to help the person live their daily life.”

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 supported people to be in control and make informed choices about how they wanted their care provided. They described how they encouraged people to make choices rather than assume what people wanted.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described people’s preferred communication style and informed staff about the support people needed with communication. The provider gave examples of how information had been adapted to suit individual people, such as providing care plans in different languages. People described how communication with some care staff had previously been difficult however this had improved since the last assessment.

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 staff listened to their views and made changes as a result. A relative told us they had raised some issues about their family member’s care. They said they felt the registered manager was responsive and was confident things would improve as a result. Another relative commented, “If I ring the office it is dealt with straightaway.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People told us staff were reliable and turned up when they were expected. There was an out of hours system so people and staff could get advice at any time of the day or night.

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. Staff supported people to achieve positive outcomes by considering people’s needs and preferences. Relatives gave examples of how staff had supported people sensitively and reassuringly to improve their health and wellbeing. A relative commented, “The staff are always willing to go above and beyond for my family member.”

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, and relatives if appropriate, could discuss their wishes and preferences for their future care needs.