Caemac Investments Limited

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

Staff supported people in a person-centred way in line with their specific support needs, likes and dislikes. People were encouraged to feedback about their care and support and staff supported people to communicate in different ways. Staff helped people to identify how they wanted to be supported. People were supported with dignity and respect at the end of their lives.

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 and relatives told us staff knew them/ their family member well and understood how they liked to be supported in line with their likes and dislikes. One relative said, ‘‘There has been a lot of changes to [family member’s] support recently but [management] always make sure staff are trained and know how to support them with all the equipment they need to use.’’ Another relative said, ‘‘I do feel [staff] treat [family member] like a person. Staff seem to know how to get through to them and they are always happy to see them.’’

Staff understood how important it was to treat people as individuals and make sure they had person centred care. They told us how they got to know how people liked to be supported by discussing this with them and also by consulting their detailed care plans and risk assessments. People’s individual support needs were regularly discussed with the staff team to help consistency of support for people.

People were positive about how they had been supported since they started using the service. They felt the management and staff team had made every effort to make them feel comfortable. One relative said, ‘‘It has been very relaxed having staff come and support [family member]. They have worked hard to help them feel at ease.’’ Relatives told us for the most part their family member was supported by a consistent staff team, which helped them to build relationships.

Staff told us how they spent time with people to get to know them well. They told us the management team supported and encouraged them to know how best to support people before starting to visit them on a continuous and regular basis. Staff told us they had the same care visits on their rotas, so they built up good rapports with people.

We did not receive any feedback from professionals as part of this assessment. However, we reviewed evidence that showed staff followed professionals’ advice to help keep people safe.

Processes were in place to help make sure people were supported by a consistent staff team. Rotas were reviewed regularly to ensure people’s care visits were completed consistently. Any advice or guidance from professionals was clearly recorded and shared with the staff team.

People told us communication from the office staff was good and they were given information about the service. One relative said, ‘‘We have never had to ask for anything as we are already told about what is happening in advance.’’ One relative explained how staff offered their family member choices in different ways as they were not always able to do this verbally.

Staff told us the different ways in which they communicated with people such as using objects or signing, depending on people’s needs. They also told us if they needed further support or training on how to communicate with people, they could raise this with the management team, and this would be arranged for them.

Policies and procedures were available in easy read and accessible formats for people if they needed these. The management team kept people up to date with what was happening at the service on a regular basis.

People and relatives told us they felt listened to and were asked for their feedback about the service regularly. One relative said, ‘‘I can speak with one of the staff at any time but the office staff ring quite a lot to ask us how things are going.’’ Relatives also told us they were asked to feed back and be involved in discussions about care plans and risk assessments.

Staff told us they asked people for feedback on a daily basis to help tailor the support they gave as much as possible. They told us they were invited to feedback about the service in supervisions and team meetings.

People, relatives and the staff team were asked to feedback about the service on a regular basis in a variety of ways. These included telephone calls and surveys. The management team told us they had an ‘open door’ policy and could be contacted at any time.

People told us staff would support them to see a health professional if this support was needed. One relative told us, ‘‘[Family members] needs have changed a lot recently. [Staff] are always on the ball and will let us know if they think there is a problem we need to contact [health professional] about.’’

Staff were confident and told us how they would know the signs that people may need support from external professionals. Staff shared examples of how they had supported people to see health professionals or go to appointments in the past.

We did not receive any feedback from professionals as part of this assessment. However, we reviewed evidence that showed staff followed professionals’ advice to help keep people safe.

Processes were in place to help make sure and to support staff to know about any advice professionals gave about how to care for people. Staff were made aware of which professionals to contact if they felt people needed more support.

People and relatives told us staff supported them in their preferred ways and as a result they had good outcomes and experiences using the service. One relative said, ‘‘Everything is done with [family member] firmly at the centre. [Staff] are fantastic, and we could not get by without them.’’

Staff told us they read people’s care plans and found out what was important to them so they could focus in on this during care visits. They were passionate about people having good experiences and always looked to improve their practice in discussions and meetings.

People’s care plans gave a good overview of how they wanted to be supported and what was important to them. They also included information about people’s past and social lives so staff could talk with them about past positive experiences.

People and their relatives told us staff were kind and caring with their family member if they needed support at the end of their life. One relative said, ‘‘It is very comforting to know how well the staff support [family member]. They do everything with the utmost dignity and respect.’’

Staff told us how they supported people at the end of their life and how important it was to make sure people’s preferences were adhered to. The management team told us they would link and work with other professionals if their support was needed.

People had been supported to put make detailed care plans and record their wishes should they need to be supported at the end of their life. These were understood and followed by the staff team.