Genuine Carers - Kirklees

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• 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

People were mostly well involved in planning their care. Care and support was accessible in a timely manner, based upon people’s assessed needs and preferences. Care plans were written in the first person and contained good levels of detail for staff to respond to people’s needs. However, some information was generic in every person’s care record, such as for continence care. People could access care in ways that met their personal circumstances and protected equality characteristics. People and their relatives did not always know they could access information in their care records as these were electronically updated. The registered manager told us a paper copy was always available as well as advice and advocacy to help people understand their care and support. People were encouraged to give feed back, which was acted on and used to deliver improvements. Some people and relatives said they sometimes felt excluded when staff spoke with one another in their own language during care tasks. We found people had previously discussed this with the management team. The registered manager said they would address this again with the whole staff team, to ensure staff worked inclusively so people felt fully informed and included in their care.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s care and treatment was provided in a way that met their assessed needs. The care provided considered the needs and preferences of different people, including those with protected characteristics under the Equality Act and those at most risk of a poorer experience of care. One person had been supported by the registered manager to access help from another organisation to meet their specific health needs.

People received care and treatment from a registered provider that understood the diverse health and social care needs of their local communities. The provider told us they took into account people’s strengths, abilities, aspirations, culture and unique backgrounds as well as protected characteristics.

People experienced continuity in people’s care and treatment because services were joined-up. The registered manager worked in partnership with other services to help ensure continuity of services for people.

Equality characteristics were considered as part of a person-centred approach. The provider had relevant policies and procedures in place to support this practice. Staff confirmed they were able to access these documents.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they felt mostly well supported and care was timely with few delays. Not all people and families knew they could access their care records or have control over their care planning. There were some barriers to communication as people and relatives expressed concerns about staff having conversations in their presence which were not in English. The registered manager dealt with these concerns.

The registered manager noted they were able to support people with specific language needs as their workforce had these language skills. The registered manager had discussions with clients who asked for the time of their care calls to be adjusted to suit their needs better and this had been facilitated. There was an on call system which worked effectively. Staff said they did not delay if people needed referrals making to a chiropodist. GP or hospital. Where people were unable to attend appointments at these locations, the registered manager said they would arrange for home visits.

Partners we contacted as part of this assessment had no concerns about equity in access. Times of care calls were arranged to meet people’s needs, wherever possible.

Policies and procedures were updated regularly, and included relevant legislation concerning upholding people’s rights. These were available to staff on their individual 'app'.

People told us care was person centred overall and care tasks were based around people’s specific individual needs, although people sometimes felt excluded, as reported against 'people's experience' for our 'equiry in access' quality statement.

The provider ensured staff received a training program which meant they were well-equipped to handle diverse care needs. This included training on medical conditions, communication skills, and cultural competence. The registered manager said they listened to people who were most likely to experience inequality in experience or outcomes, such as people with a disability or those unable to communicate and make their voice heard.

Care records were detailed and included information about people’s preferences in relation to their religious, cultural, gender, relationship, communication, mobility needs. There was an emphasis on including people in all aspects of their care and support.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.