Signet Healthcare Limited

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• 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

People received personalised care which met their needs and reflected their preferences. The provider shared information about the service with people. They also supported people to access community facilities when this was part of their planned care. People were listened to and the provider acted on complaints and their feedback. People's diversity needs were planned for and met.

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 received personalised care which met their needs and reflected their preferences. Comments from people's relatives included, ''The carers are flexible with their support and what needs to be done'', ''[Person's] needs are met and [they] can make choices'' and ''I feel the carers know [person] well and respond to [their] needs.''

Staff understood the principles of person-centred care and told us they let managers know if people's needs changed.

People were supported to access community facilities when they needed. Comments from people's relatives included, ''The carers accompany [person] to the day centre, local parks and other activities.''

Staff told us they supported people with activities and attending appointments in the community.

We did not receive feedback from partners regarding this aspect of the service. We did not have any concerns.

People's care plans included details of partners and external services which people accessed or needed to access.

People were provided with information they needed about the service. Comments from people's relatives included, ''Communication with the carers and office is good.''

The management team told us they provided people with information about the service and their care. People and their relatives received copies of key procedures and information as well as their care plans.

There were folders within people's homes with the information they needed about the service.

People were able to raise concerns and felt these had been dealt with appropriately. Comments from people's relatives included, ''The office are prompt in dealing with any issues'' and ''When I made a complaint they dealt with this well.''

Staff told us they spoke a range of languages and had training to help them communicate with people who did not use words.

There was a suitable complaints process. The provider had responded to complaints appropriately and shared outcomes of these with people using the service, their relatives and staff.

People’s records showed there was regular and consistent input from health care professionals. Relatives told us staff could access health care support for people when needed.

Staff and managers were able to describe how they supported people with reasonable adjustments.

We did not receive feedback from partners regarding this aspect of the service. We did not have any concerns.

A system was in place to support people to access health care providers. Information was readily available to people, relatives and staff as required.

People's relatives told us their needs were respected and met.

Staff explained they had undertaken training in equality and diversity. Staff also felt their diversity needs were met with comments including, ''The service supports me by giving me the space I need to practice my culture'' and ''I have religious principles which are respected.''

The provider tried to match staff with people to make sure they could meet their cultural, religious and language needs.

The provider discussed people's future needs with them to make sure care plans recorded any specific wishes.

Staff undertook training to understand about good end of life care.

There was a process in place so that managers could discuss end of life care wishes with people when needed.