Care4u Office

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. At the last inspection 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.

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.

Staff 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. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. People confirmed the staff always checked they were happy with the care and it continued to met their needs.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A staff member said, “The team is supportive, and there’s a real sense of purpose in what we do. The focus is always on making sure both staff and clients feel valued and supported.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and way they could understand. Communication plans were in place. Care staff told us they understood people’s communication needs. We observed staff effectively supported people to fully express themselves.

The provider made it easy for people to share feedback and ideas, or 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 confirmed they knew how to raise concerns. A staff member said, “Of course, like any job, there can be challenges, but I always feel that any concerns are taken seriously and dealt with quickly.” A person said, “I have never had to make a complaint but [provider’s name] has always dealt with any niggles really well.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood how to access specialist health or social care support people might need.

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. For example, staff completed training in equality and diversity, which helped them to understand and reduce inequalities or prejudices people may experience. Staff ensured peoples’ social and healthcare needs were fully considered and met.

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. Staff had received training around providing end of life care understood how to deliver this support in a kind and compassionate manner.