High Standard Care 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 this key question was not rated. At this assessment the key question rating 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 treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The care and support people received was tailored to meet their individually assessed needs. People told us that the service was flexible when meeting their needs. One person said, “Sometimes I ask them to change my support time if I have hospital appointment and they do this and no complaints, they’re flexible with me.” People’s preferences for how their needs should be supported was stated in their care plans. Staff provided care and support in line with people’s care plans and preferences.

The provider understood the diverse health and care needs of people and their local communities, therefore care was joined-up, flexible and supported choice and continuity.

People told us that the service provided continuity. One person said they were supported by, “the same person all the time.” This meant people and staff knew each other well. Staff understood people’s health and support needs and were trained to meet them. People's expression of their cultural needs was enabled by staff.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and their relatives told us that the provider remained in contact with them. One person said, “They communicate with me regularly.” The provider made information available to people. This included a service user guide which provided information about the organisation, meeting people’s expectations and how to complain. At the time of our inspection the service was progressing plans to provide people with information in languages in addition to English.

The provider made it easy for people to share feedback and ideas, and 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 knew how to make a complaint if they were dissatisfied with the care and support they received and understood how to raise a safeguarding concern if required. The provider gathered feedback from people and their relatives to assess the quality of care people received and to make improvements. People and their relatives were involved in the planning of care and reviewing how it was delivered.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff monitored people’s health needs, and the registered manager ensured that people had timely access to health and social care professionals when required. People’s changing needs were reviewed and reflected in updated care plans.

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 ensured equity in access. People’s protected characterised were identified, and support was provided where required. For example, people’s preferences around their cultural, language and faith needs were known to, and respected by staff.

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.

The provider supported people around future planning. People and their relatives discussed people’s current needs, those anticipated in the future and how they would like them to be met. None of the people receiving care and support had been identified as requiring end of life care. The registered manager knew how to make referrals to specialists should palliative care be required. This meant the service was responsive to people changing needs.