DBAGZ SOLUTIONS LTD - BRIGHTON

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 received personalised care that was tailored to meet their individual needs, preferences and choices. Care plans were detailed and guided staff about people's needs and how to meet them. People, their relatives and staff were asked for their feedback about 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 were receiving a personalised service that was responsive to their needs. Care plans fully reflected people’s needs and emphasised a person-centred approach. There was a thorough and respectful approach to capturing people's life history, relevant and important relationships, strengths and abilities. The registered manager said, “We carry out a person-centred approach and make sure everything is specific for the client.” Care plans contained detailed guidance of people’s routines and how they wished for their care to be delivered. These were reviewed and changes in people’s needs were updated promptly. People and their relatives and loved ones were involved in the planning and decision making about their care. People and relatives told us they were encouraged to be involved and were consulted about how they wanted the care to be delivered.

People’s care and treatment was delivered in a way that met their assessed needs. Initial assessments were detailed and reflected people’s needs. Continuity was prioritized, whether through effective information sharing with partners or by ensuring that people received continuity of carers to deliver their care. The provider’s scheduling system was reviewed, and people benefitted from a zonal allocation of staffing to promote continuity. One person said, “I have the same carer all the time.” Communication and coordination of care was supported by an electronic care management system. This provided care staff with up-to-date information regarding people’s care. The registered manager said, “They (care plans) evolve as the package goes on. When family communicate with us, we make sure it’s communicated with staff. We also use a secure WhatsApp group as well as the electronic system. We will put cancellations on the group chat and follow up with a phone call. Carers have access to care notes, care plans, medication, nutrition etc. It keeps everything transparent. It's all about the service user." Communication and sharing of peoples care needs and information was good between staff and professionals that supported individuals. There was continuity care and treatment because services are flexible and joined-up. One professional said, “My client is satisfied with the service and care staff have built an excellent rapport which enables my client to feel safe and secure with her care provision and feel that she is able to discuss any concerns directly with the carers.”

People's communication levels were assessed and recorded as part of the determination of capacity and ability to convey their needs and wishes. Care plans detailed how people were able to convey their needs, and any support people would need to do so. People’s individual needs to have information in an accessible way are identified and recorded. No one was being supported who required information about their care in a different format, although the registered manager stated that this is always discussed and reviewed. For example, one person who was supported had a registered sensory impairment, used talking watches and phones. Adjustments and information sharing were discussed with the person, although the person wished to receive information verbally about their care and support. The registered manager confirmed that, although they have had no need to provide adaptions in peoples information, they have the facility to use translation services, adjust texts to suit large print easy read etc. Information about people that is collected and shared met data protection legislation requirements. Staff received GDPR (General Data Protection Regulation) training. Information is stored securely within the site office in locked cabinets, while electronic information was protected within password protected care systems.

People knew how to give feedback about their care and how to raise concerns if they needed to. People told us that the service was responsive when any issues or requests were made. The provider had a complaints policy and people had details of how to make a complaint in their home folders. There were no formal complaints to review although people said the management was responsive in dealing with any issues raised. One person said, "They’ve spoken to me. I've only needed to ring them twice and they have been responsive and always answered my questions." The registered manager said, “We get feedback from everybody we get in contact with, from staff, the people who use our service. We do customer reviews, conversations with clients. Every week I make sure I go out to service users; every Friday I go door to door and get feedback. Some write emails or write letters. We share that with all the staff.” Professionals stated that the provider was attentive and responsive to concerns and issues that supported people to receive more responsive care. One professional said, “As an organisation, they communicate well and are very responsive, act quickly professional to any queries and concerns we raise with them.”

People received care that was timely and in line with best practice and quality standards. Consistent provision of staff training contributed towards this. The provider sought, through the assessment process to ensure that people received their care when they needed it and wanted it. The services Equality and Diversity policy was detailed and highlighted a commitment to equality and human rights legislation. People’s communication needs were assessed, and discussion took place during the initial assessment phase which considered what adjustments or resources people might need access information about their care and support.

Staff understood their role in ensuring people's equality and diversity needs were met. Training records showed that there was compliance in completing Equality and Diversity training. People’s care planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences. The registered manager and provider were alert to potential inequality issues. Management recognised staff from different backgrounds and this approach applied to acknowledging people’s diversity and individuality. The registered manager said, “All the service users we meet are different, so we don’t make any presumptions.” People said that staff were consistent in speaking and treating them with respect and equality. Management took time to speak to both people they supported and their loved ones to ensure that the person received coordinated support that met their needs.

Staff provided end of life support that was based on assessed levels of need identified during assessments and reviews. The registered manager confirmed that some of those supported had been identified as needing end of life care by local authorities and health colleagues when they commenced care and support. Care plans and risk assessments were based on this. Each person’s initial assessment captures details as to whether ReSPECT is in place. The ReSPECT process creates personalised recommendations for a person’s clinical care and treatment in a future emergency in which they are unable to make or express choices.