All-In-One MultiCare Service 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.

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 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 provider made sure people were at the centre of their care and treatment choices. Evidence reviewed confirmed people had received person centered care that had been assessed for their individual needs and preferences, planned and delivered accordingly. The registered manager told us the service was transitioning to electronic care records, and some care packages had their records in both handwritten and electronic formats. We discussed with the registered manager about the appropriate oversight of this area of care and the risks of having these records in duplicate.

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. A relative told us, “They were very flexible” and explained us how the registered manager had always found cover and there had never been gaps in care; as well as how the provider listened to their loved one’s wishes and acted on this. The registered manager also explained us that one of the core values of the service was being flexible when meeting people’s needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager explained to us how they ensured assessment of people’s needs happened face to face so their communication needs could be considered, and people were involved in the planning process.

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. In our review of care records, we found people were involved in decisions made about planning their care, as well as in reviews of care. Staff recorded in the care records how staff presented options to people and their choices. Relatives told us they felt confident to speak with the registered manager about any concerns or suggestions and one relative said, “We felt listened to and valued.” Another relative said, “Yes, confident to raise issues, we talked all the time, if [person] wanted something else, [name of registered manager] was very open.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. In our conversations with staff and the registered manager, and review of information, we did not find evidence of concerns in relation to people using the service being discriminated against or not having access to the care they required.

People received a person-centred approach from the service, which ensured equity of experiences. The registered manager ensured staff understood people’s needs and preferences through the implementation of appropriate processes to support people.

Care plans were centred around people's needs and included information about planning for the future, however some areas of care provision required additional detail, in particular around the provision of end of life care. We recommend the provider reviews and implements best practice guidance around care planning, for people receiving end of life care. Staff had been trained to provide end of life care and in our conversations with them they were knowledgeable about it. A staff member told us that when providing end of life care they did all they could to “make their lives as easy as possible, no stress, we try as much as possible to make them comfortable, monitoring pain levels and making sure they are hydrated.” The registered manager had established relevant links with local clinicians which meant the service could support people to stay in their homes as long as they were able.