CAP Caring HQ

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 provider placed people at the centre of their care. People told us their care reflected their needs and preferences when they were being supported by regular staff. People’s care plans were personalised and detailed with clear information about people’s routines.

The provider understood the diverse health and care needs of people and their local communities, so care was flexible and supported choice. The provider understood what was important to people and adapted people’s care visits to suit their preferences. For example, ensuring they were able to access the community or attend appointments and order medicines as required.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people’s individual needs. The registered managers told us they were able to create large print or easy read versions of information for people if required. People and those important to them told us they could ask for information from the provider at any time.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people’s individual needs. The registered managers told us they were able to create large print or easy read versions of information for people if required. People and those important to them told us they could ask for information from the provider at any time.

The provider made sure people could access the care and support they needed, when they needed it. People, relatives and staff knew how to contact the provider and how to access the service’s out of hours support when needed. The on-call system had been formalised to ensure people had a dedicated on-call number and knew when using the system was appropriate. The on-call system now had a clear rota showing who was on call, with daily feedback and records of any actions taken.

The provider considered the needs of people who were most likely to encounter inequality in experience or outcomes and tailored their care and support in response to this. For example, staff were provided with specialised training around supporting people living with dementia and Parkinson’s disease. This meant they had understanding of people’s specific health conditions to develop their skills and promote better awareness. The new service brochure also included signposting information, so people knew how to access further support if needed.

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. The provider considered people’s future planning including any end of life care wishes as part of their initial assessment of people’s needs. This information was reviewed with people regularly. Staff knew people well. The service had been commended by one family for their dedicated care, during a recent funeral, which was attended by staff.