RCS Care Solutions LTD

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.

The service 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 service was committed to providing person centred care. Care plans gave staff the information they required to make sure care provided was in accordance with people’s needs, wishes and preferences. Staff told us people were encouraged to live as they chose to. One relative said, “They live well together but do their own thing.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked with family members and other services to make sure people were able to continue to follow their interests and take part in activities they enjoyed. One relative told us, “They have provided support so they can take part in all the things they always loved.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans contained information about people’s individual communication needs and information was tailored to these needs. For example, pictures were used to show people which staff would be working with them each day. Staff understood people’s individual communication methods and were able to tell us about these, including body language used by some people to express specific needs and wishes.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Relatives felt confident to raise any issues. One relative told us about a concern they had raised and said, “It was rectified. They are very pro-active in addressing issues.” Another relative told us, “You can raise anything with the managers. They are easy conversations.” Staff told us how different people would express dissatisfaction and were confident they would recognise signs that people were unhappy.

The service made sure that people could access the care, support and treatment they needed when they needed it. The registered manager had a clear ethos for the service based on human rights, anti-discrimination and equity principles. People were supported to access services according to their needs and wishes. This included retaining long term social networks and support.

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 registered manager was aware of barriers people may face due to inequality or discrimination. They worked with families and professionals to make sure people’s wishes were listened to and respected. This included providing hospital passports and accessing specialist support for hospital appointments.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Relatives told us the service had worked with them to support people when they started to use the service. One relative said, “It was a huge step to leave home but staff made it as easy as possible.” People were supported to achieve their goals. Achievements were discussed and celebrated at their reviews.