Key Point Agency

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 service 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.

People received person-centred care which met their needs and reflected their choices. Relatives told us they were happy with the care people received. One relative commented, “I feel confident that [person] is getting good care and is safe.’’ Staff spoke positively about the people they cared for and knew them well. They explained they liked to support people to make choices.

The agency provided community support for people if they wanted and needed this. The registered manager told us they were in the process of assessing a person who they hoped to support to attend college and have activities within the community. Staff supported 1 person to access the community to attend appointments, go to the shops and go for walks.

The agency provided information about the service for people. There was a care file which contained people’s care plans, risk assessments, information about the agency and who to contact if people needed. Relatives also told us the registered manager stayed in touch and shared information about people’s progress or changes in their needs.

People were involved in planning and reviewing their own care. The registered manager told us they made regular phone calls to people and their relatives to ask for their feedback. They also carried out spot checks during which they asked people to talk about their experiences. One relative explained, “They are very friendly. and we can contact them anytime.”

There was a suitable complaints procedure. Relatives told us they knew how to raise concerns, although they also explained they had not had any. Records confirmed this.

The provider ensured their services were accessible to people. They were able to contact the agency through an on-call service out of hours if needed. Care plans considered people’s individual needs and staff regularly discussed these to make sure adjustments were made when needed for people to access support.

The provider had procedures regarding equality and diversity. The staff had training in this area. Staff explained they understood their responsibilities to uphold people’s human rights.

People were supported to make informed choices about their care. At the time of our assessment, the agency was not supporting anyone with end-of-life care nor anyone in the process of significant life changes. The provider had procedures in respect of this and staff had relevant training.