Evolve Supporting Prospects

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

A review of people’s records showed a generic care plan and risk assessment had been utilised for each person. These provided limited information to guide staff in the delivery of people's care to meet their individual needs, wishes and preferences. However, people told us staff knew them well and were aware of the support required. The provider had sought people’s views in relation to continuity of support, being offered choice and feeling safe and respected. Responses provided a high level of satisfaction. One person told us, “Everything is good. The whole package is brilliant. I appreciate everything they do.” People told us they were able to raise any issues or concerns and managers were responsive to their requests. One of the comments received included, “Whenever I have had a small grievance like asking for my morning visit to be put back to an early time, they have sorted it out straight away.”

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.

People told us they received the care and support they wanted and needed. People said they had support from consistent staff, who understood them well and were aware of their wishes and preferences. People and their relatives told us, “The staff are wonderful. One carer at lunchtime will go above and beyond”, “Yes I can’t fault them; they do a good job and treat me well” and “They are very kind to me, fantastic. I have OCD and if I see anything out of place it upsets me. The carers know this, so they put things right for me, which makes me relax.”

Managers told us they spent time with people and family members, where appropriate, so they could gather relevant information to help inform the development of people’s care plans. A review of people’s records did not reflect what we had been told. We found information was not personalised nor provided in sufficient detail about how people were to be safely and effectively supported.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they were able to raise any queries or concerns should they need to and were confident these would be addressed. People and their relatives said they would speak with staff as well as managers, who were easily accessible and responsive. Comments received included, “I would speak to [manager] at Evolve, she is in the office; she is very helpful” and “I would tell my main carer, she can’t do enough for me.” People had also completed a feedback surveys in relation to staff continuity, staff understanding, being offered choice, and feeling safe and respected. From the responses received over 85% of people were positive about their experiences. This was supported by comments received from people, including; “The staff are very good. I have confidence in them” and “Everything is good. The whole package is brilliant. I appreciate everything they do.” Where people had raised issues these had been addressed to their satisfaction.

We were told there were no record of complaints as none had been received. A review of a team meeting agenda referred to complaints being raised however there was no further information to evidence what had been done to resolve these. The provider told us any ‘niggles’ were addressed, and records were not completed as there was little time. This information is important so that areas of learning can be shared with staff and improve or enhance care delivery. Staff spoken with said they would report any issues to managers. One staff member told us, “I build a rapport with each client. I would listen and support people if they had any issues."

Clear and accurate policies and procedures were not in place with regards to the receiving and handling of complaints and concerns. People’s concerns, referred to in staff meetings and surveys, had not been recorded and responded to in line with procedure. This information helps to demonstrate people’s views are taken seriously and responded to, helping to identify potential learning and development of staff as well as form part of the business improvement plan. Information on advocacy services was available for people to support them to raise a concern or when they were unhappy with the outcome of concerns raised.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.