The Caring Hands

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.

There were systems in place to ensure people were able to give their views and provide feedback about their care and support. This was used to tailor the care, support and treatment in line with people’s preferences.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. One person told us, “They give you reviews. We had one fairly soon after we started, and we’ve had 1 recently. They ask questions about the care provided and listen to what you say and ask if you want anything to be changed.”

Staff and the management team said they listened to people so their voices could be heard. People were encouraged and supported to follow their own religious and spiritual beliefs and had their human rights respected. There were regular home visits with people where they were encouraged to give their views about the service and the quality of their care. Staff received training in equality and diversity which gave them an awareness of barriers and discrimination which people using the service may experience.

There were effective processes in place to ensure people's physical, mental, and social needs were holistically assessed. People’s care and support was delivered in line with legislation, standards, and evidence-based guidance. Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback about their support via satisfaction surveys and records confirmed there were 6 monthly reviews of people's care where they were asked to have their say about the quality of their care. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.