Caring Hands (Wiltshire)

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 was exceptional at making 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 and relatives told us they were involved in all decisions. Comments from people included, “They understand what I want” and “Staff understand and help me”. A relative told us, “They are so focused on each individual. Each person is treated the way they want to be and supported to do different things”. Staff told us the way the service was run enabled them to support people to do what they wanted. One staff member told us, “It is very person-centred. We are able to get out of the home to where people choose to go”. Records demonstrated people’s needs were considered individually and group activities only happened where people wanted to do things together.

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’s care records demonstrated the service had worked with other care providers and health services to ensure people received continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us they received all the information they needed from the provider, in formats which were accessible to them. People’s communication needs had been assessed and a communication care plan had been developed.

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. The provider and registered manager regularly spent time with people, to provide support and get their feedback.

People could access the care, support and treatment they needed when they needed it. Assessments included the support people required to access the care they needed, including any specific equipment or adaptations. The assessments were regularly reviewed and updated as people’s needs changed.

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. The provider and registered manager told us they were aware of the barriers people with disabilities may face. People were supported to access services, local communities and healthcare by staff when needed. Staff were supported to complete equality and diversity training.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Relatives told us about the exceptional care and support people received at the end of their life. Comments included, “Staff giving us support with kind words, offers of drinks and food, even making up a temporary bed in his room and of course tending to [person] as he needed it and updating us as to what was going on as far as medical intervention. They could not have been more caring, efficient or kinder. I think it's really important to promote and recognise when excellent levels of care have been given. In this instance care that has been far above and beyond what we expected or even hoped for”. Staff were aware of people’s wishes for the future, for example whether people wanted to go to hospital for further treatment or whether they had a ‘do not attempt resuscitation’ plan in place. This information was recorded in people’s care plans. Staff said they worked with the palliative care team when necessary and had completed end of life care training.