People's Choice UK

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

As part of this assessment, we looked at 1 quality statements for the key question of responsive. This was ‘equity in experiences and outcomes.’ People were involved in planning and making shared decisions about their care and treatment, so it was centred around them and their needs. Staff empowered people to give their views and understand their rights, including their rights to equality and their human rights.

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 Listening to and involving people 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 told us staff listened to them and acted if they raised any concerns. People told us that any concerns or worries they may have were acted on swiftly and always resolved. One person told us, “I rely on my television for company. It broke down, so I was without it for a day. The moment my carer knew of the problem they put themselves out to make sure my television was fixed. Every day I am grateful to them. Absolutely tremendous and such a nice person” Another person said, “If they think anything needs to be looked at, they respond straight away. They act very quickly and the slightest thing they always listen and take action.”

Staff told us that people were supported to speak up about their care if they were not happy or if they wanted to change something. One staff member said, “We always ask the clients for their opinions and views and if there's anything we can do better. Client surveys are sent out and, I have seen flyers to leave reviews. I have regular spot checks, and I also complete spot checks on the staff to make sure they are arriving to clients on time, wearing the correct uniform and performing their duties as trained. There is always someone from management available if changes need to be made. If it is something we can do ourselves like call the district nurse, we can also do that whilst with the client after gaining their consent and update the team if urgent changes are to be made."

Engaging with people and finding out their views took place in several different ways. There were regular home visits with people where they were encouraged to give their views about the service and the quality of their care. People were asked to provide feedback via satisfaction surveys which we looked at and saw that feedback was positive. Records confirmed there were reviews of people's care twice a year or more regular if needed. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member.

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.