Apollo Care Blackpool

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. This is the first inspection 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 provider 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. For example, each care plan was bespoke, well written and contained a high level of detail. Staff were supported to get to know people before they started supporting them so there was a clear understanding around people’s preferred routines. For example, we saw how 1 person had allocated time for staff to do some batch cooking for them for the weekly meals as they preferred home cooked food.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. There were good working relationships between the provider and local communities and services. We were given examples of how the provider has supported people to integrate in the community, forge relationships, and remain in their own homes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Different formats and styles of communication were available for people. We saw how one person who lives with memory less often required certain pieces of information to be repeated to them, so they understood.

The provider 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. Results from feedback and learning from any complaints formed part of the governance of Apollo Care Blackpool. One person described how they had suggested some minor changes to their care package, and it was implemented within a few days.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported some people to attend medical appointments and ensure important information sent by post was shared with people or their relatives, so appointments were not missed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, we saw care notes which detailed how staff had chased up appointments for people and made additional referrals due to their complex medical needs.

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. There were clear and appropriate discussions taking place every few months around people’s future plans.