Master One Care

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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Clear care plans were in place about how staff were to support people. Staff took account of people’s individual needs in order to provide meaningful person-centred care. A relative told us, “[The care worker’s] really clicked with [their family member]. She understands his [diagnosis]. She jokes him along and it really helps.” Staff told us the electronic care records system in place enabled them to have up to date information about people’s needs and any changes in their needs. A care worker said, “We have care plans on our app which we can access online and at the homes there are books, which includes their preferred name, their likes and dislikes, what personal care they have and how they prefer it. If there are any changes, they let us know the system has been updated.”

The people using the service did not require support from staff regarding any health care needs being supported by other services. However, details were included in their care records about relevant healthcare professionals, such as the person’s GP, should they require to contact them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were asked about their communication needs during their initial assessment. Information was included about any visual or hearing impairment people may have and what aids they used to support with this. Staff understood the importance of using both verbal and non-verbal communication. A care worker told us, “I am more energetic and animated when speaking with her and that helps our communication.”

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 and their relatives felt able to speak openly with staff and felt if they did need to raise a concern these would be taken seriously and dealt with. A relative said, “I’m very happy to speak with [member of the management team] at any time, she is very responsive.”

The provider made sure that people could access the care and support they needed when they needed it. An equal and fair service was provided that took account of people’s individual needs and did not discriminate. A clear equality and diversity policy was in place.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. During the assessment process information was gathered about people’s individual needs, including information about their religion and culture so staff could provide any support they required and were respectful of people’s wishes and beliefs.

Should people wish to, they 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. During the assessment process people were asked about their future wishes and advanced care planning. Details were included in people’s care records about any advanced decisions.