Kare Plus Romford

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

Care plans were personalised to ensure people received person centred care according to their preferences. People were protected from discrimination within the service. Quality assurance systems were in place to ensure people received safe and personalised support. Quality monitoring systems were in place to ensure peoples feedback were sought to make improvements to the service.

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 support. People and relatives told us people received care in accordance to their preferences and choices. Care plans were person centred and included peoples preferences with care and support.

People were positive about the care they received and had no concerns.

People had continuity of care as the service ensured the same staff supported people where possible. The service worked with health services to ensure people were at the best of health. Staff followed health professionals advice to ensure they were responsive to peoples needs. For example, we saw staff followed advice on fluid intake to ensure a person was not dehydrated and recorded this information to ensure the person had access to this information.

People were provided with information that was relevant to their care and support.

Quality monitoring systems were in place to obtain feedback from people, relatives and staff. Surveys had been sent to people and relatives to attain feedback on care delivery, the results were positive. Systems were in place to make complaints.

People were listened to and the service requested people's feedback. People and relatives we spoke to did not have any concerns about the service.

Quality monitoring systems were in place to obtain feedback from people, relatives and staff. Surveys had been sent to people and relatives to attain feedback on care delivery, the results were positive. Systems were in place to make complaints.

People were able to access the support and care they required when they need it. Reviews were held regularly with people and their relatives to identify if people's needs and support had changed to ensure the service was responsive to people's needs when required. There was clear evidence that adjustments were made after care reviews took place. One person told us that they felt this process was very helpful and supportive.

Quality assurance systems were in place to ensure people received safe care and support. This included regular audits on care plans and risk assessments to ensure people received personalised support. Spot checks were also carried out regularly to ensure staff were competent to carry out their roles safely and regularly. Spot checks also included out of hour checks to ensure people received safe care and support during evenings and weekends. This ensured people received the right care and support and the service continuously met their needs.

People and relatives told us the service was well-led and people were cared for well by staff." A person told us, "The staff are exceptionally good, they listen to what I want help with." A relative commented, "They [staff] do everything well." Another relative commented, "They [staff] are very good at how they communicate and how they offer their support."

Staff also told us they knew people well and their needs. A staff member told us, "I would consult their (people's) care plan and during visits have a chat with them about their interests and learn more about them." Another staff member commented, "I read the individuals care plan and their individual needs and get to know the [person]."

Staff had a good understanding of the ethos of the service and were clear about their responsibilities. They understood their roles and told us they were supported by the management team. Where people had any cultural or religious needs, these were recorded to ensure staff were aware of them. Staff had a good knowledge of people’s beliefs and cultural needs and ensured these were met. Staff had been trained on equality and diversity. A equal and diversity policy was in place. People were protected from discrimination within the service. Staff understood that racism, homophobia, transphobia or ageism were forms of abuse. They told us people should not be discriminated against because of their race, gender, age and sexual orientation and all people were treated equally.

People's future plans were discussed as part of pre-assessments. Reviews were taking place regularly to check if people's needs had changed.

System were in place for planning for the future. In addition to regular reviews taking place to check if people's needs had changed, a end of life policy was in place and staff were trained on end of life. The manager was clear on how to support people around end of life care and there was guidance available to support staff with end of life care.