Care 4 Care Headquarters

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

Based on the findings of this assessment we found as recommended at the providers last inspection they had improved how they managed and recorded the outcome of complaints the service received. Staff knew about people’s preferences and wishes, and treated everyone as an individual. Staff ensured they communicated and shared information with people in a way they could easily understand. Care plans gave a good overview of people's support needs. People were treated fairly and free from the fear of being discriminated against. People were supported to understand their equality and human rights and how staff and managers would respect these. Staff supported people to plan for their end of their life care.

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 told us staff treated them as individuals and care staff who regularly supported them were familiar with their needs, preferences and daily routines.

Managers and staff told us care plans were personalised. Care staff demonstrated good awareness of people’s individual support needs and preferences.

People told us they received person-centred care from staff who were familiar with their individual care needs, preferences and daily routines.

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported.

External health and social care professionals expressed being generally satisfied with the person-centred care their clients received from this provider.

People’s electronic care plans were up to date, personalised and contained detailed information about their unique strengths, likes and dislikes, and how they preferred staff to meet their personal care needs and wishes. Staff were committed to reviewing people’s care and support on an ongoing basis. Care plan reviews took place at regular intervals or as and when required if people’s needs and wishes changed.

People told us they were provided with accurate and up-to-date information in formats that were tailored to their individual communication needs.

Managers and staff confirmed they could supply people with information about the service in accessible formats as and when this was requested.

The provider had systems in place that enabled them to supply people with information about the service in accessible formats as and when required. For example, the service users guide, and the providers complaints procedure could be made available in a variety of different formats, including large print, audio and different language versions. Peoples communication needs and preferred method of communication was clearly highlighted in their personalised care plan.

People told us the provider routinely sought their views about the service they received. People, and those important to them, took part in making decisions and planning of the personal care package they received. People were aware that if they wished to complain they could contact the office-based staff. Most people felt their complaint or concern would be taken seriously and looked into. One person remarked, “It is easy to contact the office and get things sorted out.” A relative added, “I can always get in touch very quickly with [name of registered manager] if I ever needed to discuss anything.” An external health care professional also told us, “The provider has a highly effective and structured approach to dealing with complaints. They take complaints seriously, investigate them thoroughly, and maintain a transparent feedback loop, and keep all parties informed throughout the process. Their resolution process is efficient and promotes client satisfaction and trust.”

The provider valued and listened to the views of staff. Staff were encouraged to contribute their ideas about what the service did well and what they could do better. This included regular meetings with the office-based managers and observations of their working practises during spot checks conducted by the field supervisors when they were on a call visit. They also had regular opportunities to participate in the providers annual staff survey. A member of staff told us, “We have regular opportunities to share our views through staff meetings, surveys, and one-on-one discussions with our managers and co-workers. Managers genuinely listen and take our feedback seriously. For instance, when several staff members suggested a more streamlined process for documenting care notes, the management team implemented a new digital system that has greatly improved efficiency.”

The provider promoted an open and inclusive culture which regularly sought the views of people they supported and encouraged them to actively get involved in making informed decisions about the service they received. They used a range of methods to gather people’s views about the service and check their wellbeing. This included regular telephone and in-person home visit contact conducted by the managers and field supervisors. People also had the opportunity to provide feedback about the home care service they received via the providers annual customer satisfaction survey.

People could access the care, support and treatment they need when they need it.

Staff understood people had a right to receive the care and support that met their specific individual needs.

External health and social care professionals told us the provider made sure their clients could access the care and support they needed when they needed it.

People received care and support from staff according to their individual assessed needs and wishes. People had access to external health care and social care professionals as and when needed.

People were provided with the care and support they wanted based on their specific needs. People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice.

Staff understood people had a right to be treated equally and fairly, to receive care and support that met their specific needs. Staff understood about people’s cultural heritage and spiritual needs and how to protect people from discriminatory behaviours and practices. The registered manager confirmed they ensured people who requested to have gender specific care staff to provide their personal care was met.

The office-based managers took account of peoples diversity. For example, if people using the service first language was not English the provider would where possible try and match care staff from their ethnically diverse staff team who could understood their language and culture. The provider also respected the wish of people who had expressed a desire to have only female care staff support them at home. People’s care plans contained detailed information about their individual wishes and preference’s in relation to how their social, cultural and spiritual needs should be met. This meant staff had access to information about how people should be supported with their specific cultural and spiritual needs and wishes. Training records showed staff received equality and diversity training to help them make sure people were not subjected to discriminatory behaviours and practices.

People said their relatives who were receiving palliative care were supported to have a comfortable and dignified death by staff.

The provider had an end of life policy and people’s care plans had a section where their end of life care and support needs and wishes could be recorded. People also had ‘Do not resuscitate’ information recorded in their care plans, that staff were made aware of. Managers and staff told us people’s wishes for their end of life care, including their spiritual and cultural wishes, were discussed, and recorded in their care plan. Staff had received end of life care training. A member of staff told us, “We are aware how important it is to ensure the spiritual needs and wishes of people we provide palliative care are known to us and met, which is why care plans contain a detailed section on end of life care needs and wishes.”

People’s wishes for their end of life care, including their spiritual and cultural wishes, were discussed, and recorded in their advanced end of life care plan. This ensured staff were aware of people’s wishes and that people would have dignity, comfort, and respect at the end of their life. The provider had an end of life policy and people had plans about how to support them if they were dying. This included where appropriate people’s wishes for their end of life care, including their spiritual and cultural wishes.