Care 24/7 Healthcare 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 service 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.

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.

The service 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 relatives told us staff knew and understood people and were flexible in responding to their personal care needs. One relative said, ‘‘She is well looked after -staff know her well and know how to look after her. They provide person centred care and individual to her. For example, staff know that she likes her cardigan on back to front and they always do that for her”. Staff completed shadowing visits with people and reviewed their care records before starting to work with them.

Staff took time to get to know people and fully understand people and how they preferred to be supported. One staff member told us, “One person prefers a calm and gentle approach, especially during personal care routines. I meet their needs by speaking to them softly, allowing plenty of time for them to express themselves, and adjusting the care to their pace”.

The service understood the diverse health and care needs of people and their local communities, so care was flexible and supported choice and continuity.

People and their relatives told us they normally had regular staff, and they got to know each other. This with regular and effective communication between staff and the management promoted the continuity of the support provided. Care plans were used to inform the care, and updates were shared with all staff on a password protected messaging platform. A staff member said, “I base each person’s care on their care plan, which outlines their specific needs and preferences. I also take the time to listen to them and gather additional information to ensure the care provided aligns with their individual requirements and goals”.

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

People’s communication needs were assessed during their initial assessment, with information recorded about how staff could communicate with them. This included information on any equipment used to improve communication, glasses and hearing aids for example.

People told us they received information in a format that suited them. One person told us, “I get my invoices regularly by email and that’s what I like”.

We saw a service user guide that was shared with people when a package of care was initiated. People usually telephoned the office for the schedule for staff attending the following week. There was no formal system to notifying people of the planned schedule and this was raised with the provider who agreed this would be addressed immediately.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Although people and their relatives told us they had been able to raise concerns and complaints in the past, and they had been satisfied with the resolutions put into place. Records relating to these concerns and complaints had not been recorded.

Specific complaints about staff had not been documented in accordance with the service’s complaints procedure. This was raised with the director during the assessment process for improvement.

A person told us, “I have the office number if I have any concerns”. Staff were positive about encouraging people to share their views and concerns. One staff member said, “I support people to give feedback or make a complaint by creating an open and safe environment where they feel comfortable sharing their thoughts”. The management team listened to any feedback and were proactive in providing a resolution.

The service made sure that people could access the care, support and treatment they needed when they needed it. Once someone was referred or requested a package of care the management ensured a speedy assessment was arranged. The package of care was reviewed, and staff were in regular contact with the management team to ensure changing needs were responded to quickly. Staff accessed specialist health and social care support when required and assisted people with health care appointments and called emergency services if required.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The management team and staff respected people’s differences and were aware people may be at risk of possible disadvantages and discrimination. One staff member told us, “We respect and value each person’s unique background, culture, and individual needs. I ensure that all care is delivered fairly, without discrimination”. Another staff member talked about respecting a person with specific dietary requests. Explaining how they supported them to follow this individual preference and maintain a good healthy diet.

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.

The assessment process took account of people’s wishes at the end of their life’s. Staff often worked with people who were receiving an end-of-life package of care. Care records had a section to record their advanced decisions, wishes and what was important to them at this stage of their life. Do Not Attempt Resuscitation DNAR if signed was recorded and staff were aware where this was kept if needed in an emergency.