Just a Little Company

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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 felt listened to and involved in their care. The principles of person-centred care were used to develop the service. Managers worked with people to co-produce policies and identify where processes could be improved based on people’s own experiences. Complaints processes were in place and followed to ensure any concerns were thoroughly investigated. People felt treated fairly and equitably.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 felt staff listened to them. One person told us, “Any changes, they talk to me, I think it’s a brilliant company.” Another person said, “They’ve been absolutely wonderful; they involve all the family.” While a third person said, “I’ve done my own service design plan, and I help with any changes that are needed to my care plan.” People had been fully involved in training their own team of staff and told us, “I love being so involved, it gives me something to do and keeps my brain active.”

Leaders were committed to providing person-centred care and the importance of listening to and involving people. They gave examples of where people using the service worked with them to review and co-produce policies. This had helped policies be informed from people’s lived experiences. The registered manager sent out questionnaires to people and they responded to any feedback. These were not currently recorded, and the registered manager would look to keep records of this going forward. Staff valued people’s views. One staff member told us, “I know the client I work with has openly told me that they have never felt more listened to. They say they are supported to be completely and utterly themselves. They have spoken to me about how they are much happier than they have ever been since requiring care. It is very important to them to feel in control of their life and the decisions that are made regarding every aspect of this. Knowing they are involved in all decision making around their life and care obviously provides them with a great deal of reassurance and satisfaction.” Another staff member told us, “Every client has their own care plan tailored just for them. Each client is different and needs different support. By getting to know the clients we can tailor their care to them. No two people are the same. Everyone is different and needs different support.”

Processes were in place to help ensure the service was developed by the people who used it. Committee meetings to develop policies or other ideas at the service included people who used the service. This helped to ensure services were developed to meet people’s needs and used people’s own experiences of what worked well. Records showed complaints were thoroughly investigated. The provider’s ‘client guide’ outlined the ways people could contribute to the service and the provider’s ‘quality assurance policy’ was created with the involvement of a person who used the service. The provider supported 1 person to volunteer at the office on a regular basis.

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.

People felt they were treated fairly, and this helped them have confidence in their care.

Staff understood how to treat people as individuals and the importance of listening to people. Staff felt people did receive person-centred care and had their views respected. One staff member told us, “Everyone is different, and it is important we listen to people’s choices.” Leaders told us they supported people’s choices in their care. For example, they talked about how a person’s religious views were understood and informed how their care was planned. When people’s care needs required care calls to be scheduled at specific times, leaders told us this was planned so as to help ensure people received good health outcomes from their care. Leaders told us they took action to help promote equality in their service. This included staff training, and a number of initiatives to help ensure people and staff were free from discrimination and felt safe.

Processes were designed to help ensure people received information in a way they could understand, including on how they could contribute their views.

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.