Adjoy Healthcare Westberkshire

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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 and their relatives felt they received person-centred care from staff who knew them well. However, they felt there were sometimes delays in receiving information about their care from the management team when requested. Advanced care plans were in place so people’s wishes around their end of life could be delivered if the time arose. People were regularly contacted for their feedback on the quality of the service.

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.

People received person-centred care in line with their needs. People told us how happy they were with the care the staff from Adjoy provided. A relative told us, “She talks to [my family member] and she seems to know him well. She knows he was in the Navy and they talk about that.”

Staff told us they aimed to provide care specific to each individual. This meant adjusting call times, staffing or a person’s care to help ensure it met the person’s needs. The registered manager told us, “We will adjust the times of calls or allow additional time if a person needs it.”

We did not gain any feedback from people for this quality statement as part of this assessment.

The registered manager told us they carried out an initial assessment of a person’s needs prior to agreeing to a care package. They also tried to match staff with people to help ensure continuity of staff. This helped people adjust better to receiving the care. The registered manager told us, “Every person has a key worker who goes at least four times a week.” They said this helped with continuity of care.”

We did not gain any feedback from partners for this quality statement as part of this assessment.

Assessments were completed for people and staff selected based on a person’s needs. Care provision was adjusted accordingly, for example as a person deteriorated or their needs changed calls would be increased, or where a person required a hoist to be transferred, two care staff always attended the care calls.

People told us that information from management was not always forthcoming. One person said, “When my husband had them it was a year before he got a bill. And then when he got a bill it was almost (amount of bill) which is a lot of money.”

However, the management team felt communication was effective and timely. The nominated individual told us “We recognise the importance of effective communication, and therefore, we are committed to making information accessible to all staff, clients, and stakeholders in formats that are both preferred and understandable to them.”

Staff received training in areas such as communication skills and the Accessible Information Standards. Policies were in place for General Data Protection Regulation (GDPR) compliance. Information was available to people in various formats, such as easy-read and audio, to meet the diverse needs of people using the service.

People were contacted regularly to obtain their views on the care they received. We read people had commented, ‘I could not get better care. I feel well treated and I am encouraged all the way’ and, ‘Very satisfied. Carers are kind, polite and always ask what I need to do’.

The care co-ordinator said they visited and called people to check they were receiving care in line with their needs. They said, “We have added some calls for one person and another person we stopped providing care because staff were not needed when they were going.”

Feedback sheets were in place in which the care co-ordinator recorded and reviewed feedback from people and staff. They included any actions as a result of this. For example, contacting a local authority for authorisation to increase a care package or speaking with a family member about someone’s care.

We did not gain any feedback from people for this quality statement as part of this assessment.

The management team felt they were supportive in ensuring people equity in access to a variety of services. The nominated individual told us, “We commit to providing support and helping clients access the services they need and want to enhance their quality of life. We conduct assessments to identify the unique needs of each client and make appropriate referrals for reasonable adjustments if required. Our goal is to create a responsive and flexible care environment that prioritises the well-being and satisfaction of the [people].”

We did not gain any feedback from partners for this quality statement as part of this assessment.

Care plans were regularly reviewed in order to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included referring people to specialist therapies.

We did not gain any feedback from people for this quality statement as part of this assessment.

The registered manager told us, “The care co-ordinator does the initial assessment and there are regular calls made afterwards to make sure people are having good experiences with the care.”

Each person was assessed prior to a care package commenced. This helped ensure each person was given equal opportunity receive care in line with their needs.

We did not gain any feedback from people for this quality statement as part of this assessment.

The registered manager said, “We are working with Princes Alexendra Hospital in relation to people’s care.” They told us they were not providing care to anyone who was at the end of their life at present.

Advanced care plans were in place for people so their wishes on what they would like the end of their life to look like could be gathered and respected. This included completing Do Not Attempt Resuscitation (DNAR) documents where the person had made that decision around their care.