ProAce Healthcare Services Ltd

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

Responsive – this means we looked for evidence that the service met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. However, this was not always reflected in people’s care records. The registered manager had already identified further work was needed to ensure people’s care plans included people’s preferences and further guidance about how they wished and needed to be supported. A copy of people’s care records was available for staff in people’s houses, so staff had information to support people from the detailed risk assessments and activity schedule. We advised ensuring all staff also had access to people’s care plans to support people with person-centred care. The registered manager told us the records were in the process of being transferred to an accessible electronic system for all staff to access. People and their relatives told us the service responded to people’s change of needs. A person told us, “Staff help me with everything, they do what I ask, they go above and beyond.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. A staff member told us, “I was introduced to people before starting to work with them.” People received care and support from a group of the same care staff which enabled continuity. Their comments included, “The staff rotate between 3 of them”, “We used to have lots of different carers which was not good because [Name] has dementia and needs consistency. Now for the past five months we have had the same carers” and “[Name] has a very good rapport with 3 regular carers, and they always come. They do everything that they are supposed to do, and they have a conversation with [Name], she looks forward to them coming.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. Information was collected before people started to use the service about how they communicated, and it was made available in different formats, depending upon individual need. For example, we saw the service user guide was available in easy read format.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service had a system in place to seek feedback from people and their loved ones. We reviewed the many compliments that had been received. Relatives told us they were aware of the complaint's procedure. A relative commented, “If I have a problem, if we need any assistance, I am straight on the phone. They [staff] reply promptly, they always come up with a solution” and “No complaints as we can discuss anything with ProAce.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. A relative told us, “[Name] always has 2 carers, they are competent to use the hoist safely.” Peoples’ care records showed they had access to care and support and referrals were made for treatment when they needed it.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. A professional told us, “When discussing advice/recommendations such as moving and handling plans, I have been confident and have later observed that this information has been shared efficiently, to ensure the client’s needs have been fully met.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were supported to identify their wishes for future and end of life care. Where people or their relatives did not want to discuss this with the service, this was respected. Where wishes for future care had been discussed, this was detailed within people’s care and support plans to ensure their wishes were recorded.