Care Solutions Direct Head Office

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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

We reviewed all 7 quality statements under this key question. Systems were in place to ensure people received person centred care which met their needs. These processes helped to ensure care and support could be offered to both people and staff which fully considered their protected characteristics. Processes were in place seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. Where concerns were raised procedures ensure these were investigated and action taken if required. Should end of life care be required this was provided in line with the person’s wishes.

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.

Family members told us they and their relative were happy with the service provided. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date.

The service manager agreed to add further information to some care plans to better reflect all the person’s needs. However, staff confirmed they had a comprehensive handover between carers meaning the risk of care plans not always reflecting current needs was mitigated as staff understood and were meeting people’s needs and preferences.

Family members told us people were treated as individuals by a consistent staff team who were familiar with their needs, preferences and daily routines.

Care staff were familiar with the personalised care, daily routines and preferences of the people they supported. They were able to describe how they provided person centred care. Care staff also confirmed they received a suitable handover which provided them with all necessary relevant information before taking over the care for a person.

We requested information from partners however, we received no information relevant to this quality statement.

Care Solutions Direct used an electronic care planning and recording system. This mean that any updates or changes could be made and staff would have the information promptly. The system also allowed care notes to be accessible to the person or agreed family members. This meant family members would be able to monitor care on behalf of their relatives and immediately raise any concerns to the management team.

Family members did not raise any concerns with communication with care staff. Family members told us communication and information had improved since the new manager had been in post, although they commented that they did not always know about changes in care staff other than from care staff.

The service manager confirmed that they were able to tailor information in accordance with people's individual needs and in different formats if needed.

People's communication needs were identified during their initial assessment and were documented within the care records. The care records provided information about what people's communication requirements were and any additional equipment such as hearing aids that may be required.

Not all family members were aware of the formal complaints process however, they all felt able to approach the management team should the need arise. One family member said, “I have never complained. I would go to [service manager], there is a better level of communication now, [service manager] is in overall charge I believe, communication is by phone or e mail.”

All staff were confident that should they raise any concerns they would be responded to and dealt with in a timely manager. Staff said they had regular 1-1 meetings with the service manager and were given opportunities to raise issues confidentially.

The provider had a complaints procedure in place with people and family members provided with information as to how to complain via the service brochure or the providers website. People and family members were also able to raise concerns during regular visits to them by the service manager. All complaints, formal and informal, were recorded, investigated and the person raising the complaint received feedback. Records showed appropriate action was taken in response to complaints.

Family members felt people could access the care and support they needed when they needed it.

The service manager, provider and staff understood people had the right to receive care and support that met their individual needs. Discussions with the service manager showed they understood how to access specialist health or social care support should this be required.

We requested information from partners however, we received no information relevant to this quality statement.

Care records and notifications received by CQC demonstrated that people were able to access care and support when they needed to and in a way that met their individual needs. Notifications are information providers are required by law to send to CQC.

Family members were positive about the care and support they were receiving. Information about people’s cultural, social and religious needs were recorded meaning staff would be able to understand and meet these. A family member told us,”[The service manager] did a routine visit with us last week to check we were happy with the service, very efficient.”

The provider said they always tried to match the correct care staff member to each person in terms of personality, interests and care needs. They explained that during the assessment process they identified what mattered most to each person and aimed to meet those needs.

Training records showed that staff had undertaken equality and diversity training whilst care plans demonstrated that people were supported to access services which met their needs.

Family members confirmed end of life wishes had been discussed with them as part of the assessment process. They said that care staff were aware of any specific wishes in respect of emergency treatment. One family member told us their relative had recently received end of life care and they, “Had been pleased with the service from Care Solutions Direct.”

The provider told us they would always support people to receive appropriate care to ensure a peaceful, pain free end of life. The service manager was clear staff would be fully supported should they be providing end of life care.

Training records showed that some staff had received end of life care training. Where people were willing to discuss their end of life wishes care plans included this information. Providers are required to notify CQC of certain events such as the death of a person receiving a service. Notifications of deaths we had received showed staff had access to information about people’s wishes for emergency care including resuscitation and had respected these wishes.