All About Care (South West) Limited

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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

We assessed 2 quality statements in the responsive key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was requires improvement. Though the assessment of these areas indicated areas of good practice, our rating for the key question remains requires improvement. People told us staff provided person centred care in accordance with their individual care needs. People felt listened to and involved in their care. Systems and processes had been set up since our last inspection to ensure the service consistently sought feedback from people and their loved ones, this had helped them to identify any areas of improvement.

This service scored 57 (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 their relatives told us staff knew them and how to meet their individual care needs well. Care plans reflected their physical, emotional and social needs, including those related to protected characteristics under the Equality Act and were regularly reviewed by the service. One relative told us, “[Loved one] told me they had a care plan review last week and they have another one booked for March 2024. We check in with staff daily through every visit. If there’s any issues, they will act.”

Staff understood the importance of providing person centred care, one staff member told us, “For me, person-centred care means treating each individual as a whole person, involving the person fully in their own care planning and decisions, respecting their independence and choices, focusing on developing a caring relationship and trust with the person, being compassionate and empathetic, supporting dignity, privacy and independence wherever possible.”

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 told us they knew who to speak with should they have any concerns and felt they would be listened to. We received comments from people including, “Yes, they listen to me. Once I had a carer who was rough when washing my hair. I asked the carer to be more gentle but she wasn’t, so I told the team in the office and the carer hasn’t been sent again” , “I have no concerns. They listen to what I want and they help me” and, “They always listen to me.” Relatives felt listen to. One relative told us when they had raised concerns about one member of staff, “They listened and rectified it immediately. It made a big difference to [loved ones] care and they understood that.”

The provider sought feedback formally through quality assurances questionnaires and informally through spot checks and phone calls. A you said, we did was available to use to show how feedback had been act upon however, in the last round of feedback this had not been needed as all the comments were positive.

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.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.