Epic Care Services Bradford

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 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.

The service made sure people were at the centre of their care and support choices and knew how to respond to any relevant changes in people’s needs. People and relatives confirmed staff provided personalised care. One relative said, “[My relative] gets a very good standard of care.” Staff understood the importance of person-centred care and were focused on providing this.

The care people received was person centred and provided in a way people wanted to receive. Relatives told us that the service was flexible, and people’s care packages were adapted, whenever there were any changes in circumstances or needs. The staff and management team told us that people’s care packages were individually tailored to meet the specific needs of each person. Staff said it was beneficial being able to support the same people on a regular basis, as they could get to know people well and have a true understanding of their wants, needs and preferences.

The service provided appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relative were also able to ask further questions if they needed to. People and relatives could access their care plans and information about them. Care plans provided details on people’s communication needs. The registered manager told us information is available in different formats to meet people's communication needs. Processes supported the provision of accessible, clear and concise information. The service could adapt information to meet diverse needs of people, such as large text or easy read formats. There was a number of easy read documents that were available to staff.

The service had effective systems and processes in place to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. Staff and the management team told us that listening and responding to people was at the heart of providing person centred care. The registered manager told us that if any feedback was given, good or bad this would be responded to promptly and effectively. They would also use this as an opportunity to learn from and improve the service. There were currently no open complaints at the time of the assessment. Relatives told us the staff team and registered manager were approachable and accessible when needed. Relatives felt listened to and gave examples of when the team had taken prompt action.

Care plans and risk assessments were regularly reviewed and discussed with people to ensure they were happy with the service. Arrangements for emergencies were documented and guided staff as to what actions to take in an emergency. This included the procedure to follow when person was ill, had fallen, including calling emergency services and informing the management team. The registered manager discussed how they would ensure people’s health needs were met. The registered manager told us they would arrange home visits if people were not able to go out, such as with the opticians or dentists. There was evidence of a number of health professionals working with people to meet their needs. We saw evidence of where further referrals were made when needed. Relatives told us that their loved ones had access to external professionals when required.

The service had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination. Staff and the management team told us they made sure the people they supported were treated fairly and equally and without discrimination. They said people were helped to understand their rights and were listened to if they felt they were being discriminated against in any way. The management team said that people’s feedback and staff awareness helped ensure people were able to live the lives they chose and have their needs met in the way they wanted. People we spoke with, and their relatives told us they felt they were treated fairly and supported in accordance with their individual needs and wishes. Nobody had experienced any discrimination or inequality. People told us the care workers helped them access external resources when they needed them.

The registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. The registered manager explained that they had previously provided end of life support to people and staff had completed the relevant training. The registered manager was passionate about the care and support they provided for people they were supporting and discussed how they would ensure people are provided with end-of-life care, if needed. An end-of-life policy was in place to support people to plan for important life changes and make informed decisions about their future, including at the end of their life.