Creative Care and Support Limited

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 changed to requires improvement. This meant people’s needs were not always met.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff who worked regularly with people were familiar with people's individual routines and likes and dislikes. They were aware of the importance of providing person centred care and offering people a choice in relation to how they chose to live their lives. However, people were not always involved in the planning of their care and care plans on the new system did not contain enough information to allow new staff to get to know people well or to deliver person-centred support. Care plans often failed to capture people’s views and opinions or identify how people communicated. In supported living settings goals around independence or learning new skills were not yet included in care plans.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff understood people’s cultural needs and the diverse communities which they served. We saw examples where support hours had been adjusted to meet individual needs including an occasion to support an individual to attend services at their local church.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans did not always meet people’s requirements for meaningful communication and decision making.

Staff involved people in decisions about their day-to-day care and the provider had systems in place to seek feedback from people and their relatives. However, recent changes across the service had left some people and their relatives feeling communication had declined and that they were not involved in their care or being listened to. Lack of access to records was also causing concern. One relative said, “They come 4 times a day. Its very difficult to know if on time as they’ve changed to an electronic system and as, yet we haven’t had access to it. I’m unable to keep my eye on it like I could with the paper version.” The provider confirmed that they were ready to pilot access for people and relatives which was part of the planned roll out of the new system. They also confirmed that they would review communication to ensure people and relatives felt listened to and expand the use of accessible information and easy read documents.

The provider made sure that people could access the care, support and treatment they needed when they needed it. We received positive feedback from professionals involved in support for people. One professional told us, “Working with Creative Care is very positive, open communication, trust and joint decision making has led to a fantastic outcome for patients and their families who require a pack of care.”

Staff spoken to knew people they supported regularly well and how they liked to be supported, and that people had a right to be treated equally and fairly. However, people’s care records did not always contain information about their wishes in relation to how their social, cultural, and spiritual needs should be met so that new staff had access to information about how people should be supported with their specific needs. The provider had policies and procedures in place relating to equality and diversity. Staff received training and had good knowledge of equality and diversity.

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.