Agincare

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 provider met people’s needs. This is the first assessment 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 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 provider 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. People’s care plans reflected their physical, mental and emotional needs. People told us they were involved in developing and reviewing their care. The provider adjusted people’s care when their needs changed. This included making changes to care call times, call durations and levels of support staff provided. This helped to ensure care reflected people’s needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they experienced good continuity of care in relation to staffing and care call timings. Staff told us they were introduced to new people and had the opportunity to review care plans before they commenced providing care. This helped to promote a consistent approach to the delivery of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and documented in their care plans. The registered manager demonstrated how they provided information to people in a variety of formats in line with their needs and preferences. This included providing information around rotas, service user guides and enabling people access to their care records. The provider completed regular reviews of people’s care, where communication needs were assessed. This helped to ensure people’s communication needs were met.

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. The provider had a complaints policy in place which documented how people’s complaints and concerns would be investigated and responded too. Records of complaints received demonstrated that the provider investigated and reported back to people with the outcome. People told us they were satisfied with how their concerns were listened too and acted upon by the provider. The registered manager shared the outcome from complaints with staff. This helped to promote learning and positive changes in line with people’s feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes. They then tailored their care, support and treatment in response to this. There were policies and procedures in place to help identify people at risk of suffering discrimination or inequality. Care plans and assessment processes reflected these factors had been taken into consideration in the planning and delivery of care. This helped to ensure people’s care and support promoted equality and protects their rights.

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. Where relevant, people had end of life care plans in place. Care plans documented any advanced arrangements and specific preferences around their care. The provider worked empathetically with families to help ensure care was flexible and responsive to changes in people’s condition. Care plans detailed staff’s duties and the role of other professionals in supporting people to remain at home during their last days.