Solution Care 247 Northamptonshire

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 inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. However, this was not always reflected in people’s care plans to ensure staff had all the information they needed to provide person centred care. We received mixed feedback from people and their families regarding the care planning process. A relative told us, “I do not think the care planning process was as efficient as it could have been” whilst a person said, “I was involved with my care plan and the manager discussed with me how I wanted my care to be provided and it was very comprehensive.”

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. Care staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. People received care and support from a group of the same care staff which enabled continuity. A person said, “If a new carer is introduced, the team leader brings them up to speed so they are aware of my routine.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager and provider understood the requirements of the Accessible Information Standard and information would be made available to people, if required, in different formats to support people’s understanding. We received no feedback of concern from the people who use the service in relation to how information was provided to them by the service.

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. The service had a system in place to seek feedback from people and their loved ones. A person told us, “I am aware who to contact if I had any complaints.” A relative said, “In the past there has been the odd carer that didn’t work out, but discussing it with the managers, it was resolved, and the carer was removed (from supporting the person at future care visits).”

The service made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives gave us positive feedback about the communication they received from the service. The service had a system in place to ensure people could always access support, this included people being able to contact the service outside normal working hours.

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. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. The provider ensured staff completed training in equality and diversity.

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. People were supported to identify their wishes for future and end of life care. Where people or their relatives did not want to discuss this with the service, this was respected. Where wishes and plans for future care had been discussed, further information was required in people’s care and support plans to ensure staff understood these and to ensure care and support plans were up to date should people move between alternative healthcare providers, if necessary.