Integrity Healthcare Solutions Ltd

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 newly registered 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. People told us staff treated them with respect and met their individual needs and preferences. The provider was in the midst of transitioning from paper records to an electronic care planning system. The registered manager said one of the reasons for doing this was to make the care records more person-centred.

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. People told us they received continuity of care from staff who were familiar with their individual care needs, preferences and daily routines. The provider had a small work force which meant people were supported by care workers with whom they were familiar. One healthcare professional told us, “I can also say that both our organisations are focused on finding solutions that are meaningful to our clients on a daily basis.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives told us they were given copies of their care plans and contracts which they were able to agree to and change if necessary. Contracts and agreement forms were available in people’s care records. Care plans were written in an easy to understand format with the site visit times and duties involved clearly laid out.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us they knew who to contact if they wanted to provide any feedback and were confident their views would be heard. Comments included, “I have no complaints” and “I can contact [the registered manager] personally.” The provider valued and listened to the views of staff. Individual supervision meetings were held and gave staff an opportunity to provide feedback. Staff said the registered manager was open to suggestions and took their ideas on board. One care worker said, “He’s a calming influence, he’s a good listener.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. One healthcare professional said, “Integrity has supported families with language barriers in various needs situations. They have provided free services such as appointments, arrangements and facilitation.”

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. Staff understood people had a right to be treated equally and fairly. They understood that people had different religious and cultural needs and how they would support them in these areas. Care plans contained information about people’s social, cultural and spiritual needs should be met. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

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. No one required end of life care at the time of the assessment, however care records were in place for this if required.