Best Solutions Health Care Ltd

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• 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

This key question has been rated requires improvement. We reviewed 7 quality statement for this key question. People told us staff supported them when needed. However, care was not person centred and feedback was not formally captured to improve care.

This service scored 46 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives raised no concerns and told us they felt staff ensured they were at the centre of their care and support. However, we found people were not involved in their own care planning and care records did not reflect person centred care.

Management told us people are at the centre of their care and choices. When we asked staff what person centred care meant to them, they told us “It’s when a client makes their own choices in terms of clothes, they want to wear what they want to eat etc.” However, we found care records lacked details and did not evidence person centred care was provided.

People and relatives told us they can access services within the community.

Management told us they understand the diverse health and care needs of people and the local community, so care is integrated. However, no evidence was provided to demonstrate how the provider achieved this.

We did not receive any concerns from partners and stakeholders.

The provider did not have processes in place to support integration and continuity. Care plans lacked important details, did not record people’s diverse health and care needs and were not reviewed.

People told us they were not involved in care planning and formal reviews of care, People was unsure where their information was kept. They did tell us they obtained informal verbal feedback and views from the service.

Management told us they provide up-to-date information in formats that were tailor to individual needs. However, there was no evidence demonstrate this.

There was no evidence of processes in place to support the service proving up to date information to people in formats that could be tailored to individual needs.

People and relatives had not raised a complaint to the service. They told us the service obtained informal verbal feedback and views.

Management told us they supported people to share feedback and ideas or raise complaints about their care, treatment and support. However, this process was not formalised.

There was a complaints policy in place. There was no complaints log, and the management told us they had not received any complaints.

People and relatives told us they can access the care, support and treatment they need when they need it.

Although management and staff told us they support people to access the care, support and treatment they need when they need it, we found that people were not always referred to health care professionals when required.

We did not receive any concerns from partners and stakeholders.

The processes in place did not ensure the provider accessed external professionals when needed. Although the provider had contacted healthcare professionals for some issues, this was not consistent. We found evidence the provider did not access the appropriate support for people in relation to refusing medication.

People and relatives did not raise concerns in relation to experiencing inequality in experience or outcomes.

Management and staff told us people who are most likely to experience inequality were supported and care would be tailored for their needs. However, care plans and risk assessments lacked detail and information in relation to how the provider supported people to achieve good outcomes.

The processes in place did not support equity in peoples experience and outcomes. Care plans and risk assessments lacked detail and information in relation to optimising outcomes for people. Care plans were not reviewed therefore we could not be assured the information was used to provide equity outcomes and experiences for people.

People and relatives did not raise concerns in relation to planning for their future however we found people were not involved in planning their own care.

Staff told us they were aware how to support with end of life care, however staff were not up to date with training.

Although there was an end of life care policy in place, there was no end of life care plans in place for people. Care plans did not detail how the provider supported people to plan for important life changes including providing support to make informed decisions about their future.