Choice Care 4 U Services 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 provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment, the rating has changed to 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. Staff told us the leadership of the service embedded a culture of person-centre care. People told us they received care based on their preferences. Care plans were holistic and reflected people’s needs including those related to protected characteristics under the Equality Act.

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. The service had good connections with health and community partners. People told us they received a reliable service with support from a core group of carers. People and their relatives consistently told us they would recommend Choice Care 4U as a care provider. A person told us, “I have praised the carers to the district nurses and shown my gratitude for having them here.” Another said, “I’ve already recommended them to the district nurses and neighbours.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us staff spent time getting to know them and they enjoyed chatting to them. A relative described staff as good listeners who had taken time to get to know their loved one. Staff were knowledgeable about people’s individual communication needs. A relative told us staff showed their loved one photographs of staff to aid their memory and to communicate who would be supporting them.

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 told us they had opportunities to feedback about their care. A person told us, “I’ve never made any formal complaints about the quality of care within the service in the 2 years of using them”. A relative said, “The carers are very responsive to address any concerns we have.”

The provider made sure that people could access the care, support, and treatment they needed when they needed it. A relative told us,” The carers have been very helpful in making sure my relative was prepared for hospital visits.” A healthcare professional told us staff had supported a person to access a planned appointment when their transport arrangements changed.

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. Staff respected people’s individuality and supported each person in a non-discriminatory way. Staff had received approved training to support people with a learning disability and autistic people. Staff had received training in equality and diversity and knew how to support people in a way that took account of their abilities and lifestyle choices.

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 followed guidance from partner agencies such as palliative care teams, when supporting people through their care journeys. Where people had made advanced plans for end-of-life care these were respected.