Care To You Healthcare 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

People and relatives told us that staff were very responsive and supported them to maintain contact with family and friends. One person said, “They support me to keep my close ties with family and friends.” Another person had written in their feedback survey that the care staff understand what is important to them, “They even feed my dog, I’m very happy with the service.” Relatives told us that staff are knowledgeable about people’s individual communication needs, “[Relative] is very deaf, and the staff are very patient and caring which helps him. They know when to contact the GP.” Another person we spoke with said, “I find the company are responsive to my wants and needs and do everything they can to meet them.”

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.

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.

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 and relatives told us that staff were very responsive and supported them to maintain contact with family and friends. One person said, “They support me to keep my close ties with family and friends.” Another person had written in their feedback survey that the care staff understand what is important to them, “They even feed my dog, I’m very happy with the service.” Relatives told us that staff are knowledgeable about people’s individual communication needs, “[Relative] is very deaf, and the staff are very patient and caring which helps him. They know when to contact the GP.” Another person we spoke with said, “I find the company are responsive to my wants and needs and do everything they can to meet them.”

Staff had completed training in Equality and Diversity. Staff were aware of the protected characteristics under the Equality Act. The provider had employed a quality improvement manager who was reviewing the service’s systems for gathering feedback, and was identifying areas to focus on which would improve the quality of care provision.

The provider had collated views from of people through some review calls and had sent out annual feedback surveys. The registered manager told us they did not get a high response rate from the surveys sent out. One person told us, “I have completed a questionnaire in the past with these issues but no one came back to me.” The provider was undergoing a review of their feedback process to increase number of responses and to gather more detail about people's view of the quality of the service. The provider had identified a need for further personalisation of their care plans and had started a programme of work to improve these with increased detail about people’s preferences and personal routines. Life histories were being recorded where appropriate to enhance staff knowledge of people and their backgrounds. Records showed where a person had expressed a preference for no male carers, this had been adhered to. The provider had a service improvement plan in place which meant plans could be monitored and tracked through to completion to ensure improvements were made and measured.

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.